President & Founder SGE International, Author of the "Culture Hacker
How to Build the Right CX Strategy for the Future
About this Live Peer Leadership Roundtable on Zoom
Dear Operation and CX Executives/Managers in the United States,
Abraham Venismach here with a quick question: What are you doing to prepare to deliver a better customer experience (CX) when things get back to normal?
We understand that you’re trying to determine your way forward in these uncertain times, but at some point, you will have to ramp back up your customer interactions and experiences as things return to normal—or some version of it.
According to Bain & Company research, while 80% of businesses believe they provide great customer experience, only 18% of their customers agree. This is a huge disconnect. Now is the time to start thinking about how you can deliver a better experience to your customers.
One answer to delivering a better experience to your customers is a CX strategy. However, Oracle research indicates that while 91% of companies aspire to be among the customer experience leaders in their industry, only 37% have some type of customer experience strategy.
Understandably, you are worried about the health of your family, friends, and hopefully, employees. But we hope that, in the near-term, you will be able to start to shift toward thinking about how you are going to blow your customers away with a great experience when they return. And we are here to help!
Even with everything going on, you have been given an opportunity to think about the future and your customer experience. So, as you start to think about CX, we know these questions will be on the top of your mind:
- How can I position my product, if non-essential, to seem essential?
- How can I re-engage my employees to want to take care of our customers?
- What process improvements will need to be made to reflect new customer values?
- What can I do to enhance the environment in which my customers experience our business?
When all is said and done, you just want to engage your customers and deliver a great experience.
So, if that sounds at all like you, then I’ve got your solution!
It’s called “How to Build the Right CX Strategy for the Future,” and I’ve asked Shane Green if he will show you how to build a CX strategy like some of the best companies in your industry. And, of course he said. “YES!”
Meet Shane Green Organizational and Corporate Culture Coach and Speaker
World-renowned keynote speaker, author of "Culture Hacker", and television personality Shane Green is a business magnate who consults global Fortune 500 leaders on customer experience and organizational culture. Shane draws upon his foundation at The Ritz-Carlton Hotel Company and his work in multiple industries to transform your employees’ mindsets, experience, and habits to improve the customer experience, employee retention, and organizational performance.
Owner/Partner of the Customer Service Professional Network - Over 200,000 members strong!