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Financial linkage of your CX program is critical to its viability

By robb louder posted 03-07-2018 10:01 AM

  
  • CV tells us why people buy, and why they do not buy from our company
  • Creating better Customer Value will increase your market share. Delivering a great experience should give you a bigger market share. Is your company getting a larger market share with the experience it is delivering? If not, ask why not?
  • Customer Value tells you how to create value faster/better than competitors, a core idea that is missing in CX. You cannot just increase CX for your customers. Your company’s CX has to be better than the CX competition provides to its customers
  • Customer Value gives you implied weights of what is important to the Customer
  • How companies are able to get out in front of their competitors and stay there
  • Customer Value is inclusive. It includes CX, Customer success, Customer effort, customer journey, Value Proposition and so on. It includes cost, benefits, experience, emotions. Great CX enhances Customer Value
http://customerthink.com/why-mckinsey-says-link-the-customer-experience-to-value/?utm_source=feedburner&utm_medium=twitter&utm_campaign=Feed%3A+customerthink+%28CustomerThink%29
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