Which is your CX Priority:
Satisfied Customers or Profit?
Many times CX practitioners focus on intangible, esoteric analysis of customer sentiment that fail to correlate with company numbers or shareholder expectations.
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They take a "holistic approach" that seems right, from a biased perspective, without truly knowing if focusing on those aspects of the experience actually drives customers' decisions to buy or not. And this is a mistake.
While the influx of interest in customer experience has been wildly successful in creating customer-centric businesses...
Customer-centricity should not be at the detriment of your bottom line. A truly successful CX program hinges on the profitability of your initiatives.
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