5 Quick Tips To Help You Make Price Irrelevant
1. Customer Service Feature Story
The Chief Marketing Officer Position Is On The Decline
Branding has changed. It is no longer about building a perception in your customer’s mind. In the age of smartphones and social media, customer experience is the new branding. Customers are defining the brand to the business and everyone else, and we can find out what a large percentage of them think about any brand within minutes by simply searching Google.
For the last decade, the position known as Chief Marketing Officer (CMO) has been on the decline and is predicted to diminish again this year in corporate America, according to an article appearing in the Wall Street Journal. However, this trend appears to be having a positive impact on brands moving in this direction. It is forcing companies to focus more on what is most vital to customer loyalty, the end to end customer experience. “Then the brand is free to be about the experience, about the communications, to be a recruiting tool and a retention tool for employees,” said Keith Johnston, Vice President and Research Director at Forrester Research, Inc.
The CXO Is On The Rise
About 70% of large companies have CMOs today compared to 74% ten years ago according to Spencer Stuart, a leadership advisory firm. Many of these companies who have eliminated the CMO have replaced it with a Chief Experience Officer (CXO) or Chief Customer Officer (CCO). “If you’re a Chief Customer Officer, it means everything that touches the consumer is going to be your responsibility,” says Johnston. Being the CXO means you are responsible for “All Things Experience,” meaning the customer and employee experience falls under your responsibility.
Brands put billions into boosting awareness, satisfaction, and loyalty, but they often overlook the most powerful driver of customer value—emotional connection. Research shows that consumers who are emotionally connected with a brand are anywhere from 25 to 100 percent more valuable in terms of revenue and profitability than those who are “merely” highly satisfied with it.
Future of CX Is Bright
I am so excited to recognize the 2019 graduating class of the Customer eXperience Executive Academy.
This group of brilliant and passionate people is obsessed with taking their organization’s Customer Experience to world-class levels. This illustrious group is part of a special fraternity of only a few professionals in the world who have the distinction of being Certified Customer eXperience Executives (C-CXE).
2. Article You Need To Read
5 Reasons to Launch Your Contact Center to the Cloud
Nick Glimsdahl, Director of Contact Center Solutions at VDS, a leader in customer experience technology integration, shares five reasons why you should strongly consider moving your current contact center to the cloud. Switching to a cloud contact center offers businesses of all sizes significant benefits, including newfound flexibility, new and often better cost structures, and a competitive advantage when it comes to cost, speed, and accessibility.
3. Short Video You Need To Watch & Share With Your Team
Meet as Strangers Leave as Friends
The one skill when mastered that has the biggest impact on us personally and professionally
is the ability to build an instant connection with others—whether an acquaintance, friend, customer, coworker, or a total stranger.
4. Quote Of The Week
“Connections are why we are here. We are hardwired to connect with others,
it’s what gives meaning and purpose to our lives.”
— Brene Brown
5. Resource To Help Take Your Customer Experience To The Next Level
John’s New Keynote is Available on Video & Audio
Now you can watch or listen to John’s new keynote presentation which is based on his latest book, The Relationship Economy, Building Stronger Customer Connections In The Digital Age.
John DiJulius Video Keynote Presentation – The Relationship Economy