ICYMI, Part 2: 2021 Impact Roundup

Last week, I spotlighted some of our best tech-related posts from 2021.

This week, as we close the book on this challenging year, I’m focusing on 2021 posts about the most important outcome of our work in CX: showing business impact.

We know we can do this by improving the experience for customers, but to get the necessary support for from leadership to make that happen, we have to be able demonstrate that it works!

So without further ado, here’s Part II of our ICYMI (in case you missed it) year-end roundup…

1. One Size Fits All? Not for Metrics! 

Even within one business category, companies are creating different experiences. So why use the same customer measurement? There are times that just doesn’t make any sense.

2. Six Ways to Show B2B CX Value

Understand how the business generates value from an improved customer experience, then ensure all of your activities focus on achieving that outcome.

3. Follow the Chain of CX Value

CX success requires you to find the sweet spot where improving the experience leads customers to spend more with you, buy more often, and recommend you to their friends. Consider this post a map to help you find that spot.

4. Are Your “Averages” Obscuring Your CX Opportunities?

KPIs are often averages. That means they can be hiding problems. Dig deeper and look at your numbers from the customer’s perspective to reveal what’s really going on.

5. Three Ways to Make Your Case

Don’t try to sway your CEO with general stats and reports that show the impact of CX. To be persuasive, show how your work impacts your customers and your company.

Well, that’s all for 2021, folks! Relax, rejoice, and stay safe – and thanks for reading. We’ll catch you on the flip side. 

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