How to “Beat Your Own CX Strategy”

In year 1 in a new role, we possess a fresh set of eyes and a host of new ideas.

In year 2, the good ideas are made better by the team and implemented.

Year 3 is often the toughest, this is the year you start to realize you now must beat your own strategy.

Just like an athlete constantly strives to beat their own personal best, the same holds true for businesses. The moment you stop improving and stand still is the moment that your competitors take a step ahead.

In the Customer Experience (CX) world, CX teams are constantly improving CX daily, listening to customers’ feedback, closing the loop within 48 hours, and raising the bar on their company’s customer experience customer by customer.

BUT, to find that step change in performance you must eventually “beat your own CX strategy.”

The CPG Experience Council recommends these 5 topics to explore that challenge in more detail.

 MINDSET – from changing the conversation from efficiency to emotion or tapping into “promoter” insights.

 METRICS – leaning into the challenge to prove to your Finance Director that CX actions directly impact Revenue and Profitability

 PURPOSE – change the game by asking more of your CX stories, especially those told by your senior leadership team.

 EMPLOYEE Experience – tap into your most precious resource, they absolutely know where you can step change CX performance.

 DIGITAL Transformation – not through the lens of cost saving but through the lens of “making your customer’s lives better” for breakthrough CX.

Customers’ expectations continue to rise year after year, just like the athletes. To stay competitive, you have to beat your personal best, too.