This is the first in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There will be some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually, starting here with B2C. Next week, I address B2B leaders.
One thing I’ve noticed over years of talking with hundreds of CX leaders is that their level of success usually corresponds to their level of knowledge about the health of the business.
Simply put, business leaders speak in business metrics, while CX leaders – the unsuccessful ones, that is – speak in survey scores. When I talk to one of the rare successful CX leaders, I find their vocabulary is much more aligned with other organization leaders, covering issues such as customer loyalty and share of wallet. Read more