CEO EDITION | How to Boost Boardroom’s Customer Centricity | 10 Simple Tips

The boardroom’s Customer centricity is based on:


UNAMBIGUOUS DETERMINATION

1. CONFUSION #1

Avoid any misunderstanding of CRM vs. Customer Experience (CX).
CRM is about gathering information about your Customers, and CX is about the experience your Customers get.


2. CONFUSION #2

Don’t be confused by Customer Centricity vs. Customer Experience (CX).
The first is a way of doing business with your Customers, the second is the effects of this business.


STRATEGY

3. LEVEL TO START

Be totally confident in C-level to provide Customer-centric transformations.
Customer Experience should start from the top level and disseminate inside the whole company.


4. NOT FOR BOARDROOM

Note that many Customer-centric strategies are designed especially for the boardroom.
They failed during execution because they were designed not for the Customer-facing staff.


5. CX ISSUE

Make Customer Experience a bigger component of corporate strategy.
CX is a critical issue and should turn hearts and minds.


6. CCO

Extend your C level by involving Chief Customer Officer.
CCO provides a single vision across all channels of Customer interactions and injects a new way of thinking and acting throughout the company.


BOARDROOM MEETINGS

7. AGENDAS

Ensure that Customers are at the top of your boardroom agendas.
The Customers Experience controls business growth today.


8. ROI IT’S NOT ONLY ABOUT NUMBERS

Make sure that you see the value beyond numbers.
Retaining a Customer costs less than winning a new one: the sale is not the end, but the start.


9. EXCEPTIONAL AWARENESS

Every time inform the boardroom about the top five Customers’ complaints about their CX.
This information will help the boardroom feel the situation and make the right decisions.


10. IMPORTANCE/ABILITY GAP

Avoid unreal training and development plans concerning CX.
Pay attention to the significant gap between the importance and the company’s ability to provide high-tailored programs.


#10SimpleTips #Howto #CustomerCentricity #CXBestPractices #CustomerExperience #CXReview #CEOedition #Boardroom