Who owns CX? Sales and marketing must act now
It can cost six times more to acquire a new customer than it does to keep an existing one. Restructuring your business so that you put customer experience first has several advantages. To get started, follow these strategies:
- Take insightful actions on the goldmine of data that comes from the service department.
- Develop a culture that has a shared, customer-centric purpose. Be certain that the organisation understands your customer experience promises.
- Use joint planning to turn strategic intent into action—and change the metrics of success to change employee behavior.