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Article CX Execution

What's Are the Next Steps in Your Company's CX Evolution

The Next Phase of Your Customer Experience Development

Putting It Front and Center To Customers
You’ve built a CX advantage but are your keeping your customers aware of it?  It would nice to think your competitors aren’t reaching your customers but they’re constantly after them promoting their advantages.  Building a messaging program for existing customers that builds embeds your CX advantage is a key phase of building on your competitive strength.
Not Falling Behind Again
You’ve built an advantage with your efforts around customer experience but is it time to shift focus away from it at that point?  Remember, you’re not only battling expectations but also shifting competitors — CX is an ongoing effort that demands a continuous improvement and innovation effort.
Making CX a Daily Priority
Staying ahead demands that customer experience becomes a permanent part of your daily focus as a team.  Every group that touches CX needs to pay attention to trouble spots on a daily basis along with other key areas like IT and finance are constantly monitored.
The Main Point
In order to reap the long term ROI of CX investment, a company has to turn their key teams focus directly on it with daily attention, continuous improvement and a constantly communicating your CX advantage to customers.
Aug 29, 2016  

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Article CX Strategy

It's impossible for companies to focus on the 'easy' market segments (ie. non millenials) and get comfortable with a less than competitive product or service offering. 

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The price is very high for falling behind when there’s an evolution going on — it can be extraordinarily bad for your brand.

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