Here's a huge CX ROI opportunity! We all know that human-centered design makes launches more successful:
1️⃣ Start with a deep understanding of users’ situations before you begin creating something.
2️⃣ Adapt quickly from user feedback frequently during development of your plan.
3️⃣ Adapt quickly from ongoing feedback loops after you launch it.
🔓 Is this approach used for every growth effort in your firm?
🔓 Apply HCD to every product upgrade, new product, new market, new business model (pricing, warranty, financing, discount policy, etc.), alliance, and merger.
🔓 Why should any of these growth efforts avoid human-centered design principles? Does it cost you whenever human-centered design is missing?
🔓 Your influence: You’re collecting customer experience insights every moment in databases of all kinds. ⭐ When you data mine CX insights and inspire managers to use it for every growth effort, you’ll see much higher performance in these growth metrics:
💹 CX-Inspired Growth leads to Right the First Time.
💹 Right the First Time leads to Freed-up Resources, which reduces Customer Acquisition Costs, Customer Service Value costs, and ⭐ Customer Retention costs (Customer Health Score), which lead to ⭐ Margin Expansion.
💹 Right the First Time leads to ⭐ Positive Word of Mouth (NPS) and Customer Referrals, which contribute to Growth from Promoters.
💹 Right the First Time leads to Longer Tenure, ⭐ Recurring Revenue, and ⭐ Expanded Purchases, which is Growth from Promoters and other customers.
💹 All of this grows Customer Lifetime Value. This maximizes Earnings Per Share, Return on Assets, etc.
😊 All of this vastly improves investor experience, employee experience, partner experience, and customer experience.
😊 By focusing on 1 CX metric -- CX-Inspired Growth -- you enjoy a positive domino-effect for nearly everything you want.
👉 See more in my new article -- 4 Gold CX Metrics for CX Leaders and this CXPA blog post: What's the Difference: CCO as CX Leader of CS Leader?
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