I believe that CX, like customer service, isn’t a department. It’s a philosophy to be embraced by everyone in an organization. It’s in the culture of a company.

Brands that elevate the customer journey increase revenues by as much as 10-15%, while simultaneously lowering the cost to serve by up to 20%. @McKinsey buff.ly/2UyKsoa via @Forbes #leadership #business

Today, customers expect more. They know what good service looks like and they expect it. And, they not only compare you just to your direct competitor, but to the best service they have ever received – from anyone.

I like any loyalty program as long as you recognize what you’re trying to achieve. To me, one of the best perks you can offer a customer is an amazing #CX that makes them want to come back. Combine that with your official loyalty program & the discount are the icing on the cake.

Everyone wants customer feedback. Or, do they? Too many companies ask for #feedback & then don’t do anything with it. And, how about employee feedback? All the feedback you get should be embraced as an opportunity to improve. And that includes improving your bottom line.