Chad Storlie tackles the critical elements of managing customer experiences (CX).
CX has come to the forefront in nearly every industry as companies seek to differentiate how they deliver their offerings to customers in a way that is unique to customer needs, fulfilling, immediate, low effort, information personalized, and a service that they would recommend and purchase again.
Source: Industrial Distribution, March 26, 2019. Link. The key to leading customer experience efforts, says Storlie, is instilling CX leadership principles inside the entire company. He defines five P’s of CX leadership:
- Passion
- Persuasion
- Pilot
- Performance
- Paradigm
INSIGHTS: Consider using this article during a staff meeting. CX is a critical element of retaining customers and always has been.