Video

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:

  1. Take insightful actions on the goldmine of data that comes from the service department.
  2. Develop a culture that has a shared, customer-centric purpose. Be certain that the organisation understands your customer experience promises.
  3. Use joint planning to turn strategic intent into action—and change the metrics of success to change employee behavior.