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25 Keys to Smarter CX

Modernize your CXM strategy to multiply value

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Self-Assessment

25 Keys to Smarter CX

Modernize your CXM strategy to multiply value

1) Answer this quiz ⬆️ to get your report.
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Your score is revealed after the blue dots finish blinking.
2) Scroll down ⬇️ to get your 💎 Insider Offer below!

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25 Keys to Smarter CX

25 Ways CXM is Smarter Now

How to Multiply CXM Value

1) Support (CS) is a value center

Give credit where it’s due: turn around churn,
reduce negative word-of-mouth diluting your Marketing, risk prevention (bans, lawsuits, etc.). (See How CX is Smarter: CX Value.)

2) CS has extensive untapped value

Data-mine customer comments for a treasure trove of insights for every department company-wide. (See How CX is Smarter: CX Value.)

3) 9700% CXM ROI is possible

Cost of permanent root cause resolution is smaller than prevalent issues coming into CS snowballing into gigantic costs: returns, refunds, remedies, escalations, doubts from word-of-mouth delaying sales cycle, etc. (See How CX is Smarter: CX Value.)

4) Greatest CXM savings from pebbles

Permanent removal of issues that bother customers frees them up to engage more and frees-up your resources to create new value for snowballing gains. (See How CX is Smarter: CX Value.)

5) NPS is not your primary KPI

Lagging indicators are what you can’t measure until after the customer experience. Key performance indicators (KPIs) should be what you can measure that predicts what customers will experience. (See How CX is Smarter: CX Metrics.)

6) CX data informs; patterns inspire

Managers are inspired to act on “when X happens, Y is 3X more likely”, etc. Otherwise, CX ROI is low as what customers experience is static. (See How CX is Smarter: CX Metrics.)

7) Percentages motivate action

Percentages show managers how much is at-stake with the status quo or by taking action. (See How CX is Smarter: CX Metrics.)

8) 24 ROI metrics drive financial ratios

Show managers how CX changes contribute to return on assets, earnings per share, cumulative average growth rate, etc. (See How CX is Smarter: CX Metrics.)

9) Gold metrics drive 20 growth metrics

Focus CXM on 4 gold metrics to see stronger gains in every growth metric: customer-aligned (1) growth, (2) performance, (3) efficiencies, (4) strategies. (See How CX is Smarter: CX Metrics.)

10) Maximum lifetime value is CXM aim

It’s in investors’ and customers’ and employees’ best interest to minimize waste while maximizing growth. (See How CX is Smarter: CX Metrics.)

11) CX = EX = Growth

Everything noble about customer experience is a lesson for employee experience, and vice versa. Also, when EX slacks, CX slacks, and vice versa (See How CX is Smarter: CX = EX.)

12) Ask about them (not your brand)

Post-pandemic there’s a hunger for shared values, mutual respect, trust, and growing value. How much do you know about their definitions of these? (See How CX is Smarter: CX = EX.)

13) Solving causes urgently is pivotal

Taking action quickly at the root cause level is vital to EX and CX gains. (See How CX is Smarter: CX = EX.)

14) Speak execs' language, not CX lingo

They don’t need to know your equations and methods. Focus on what they can do about CX/EX to impact bottom-line and top-line growth. (See How CX is Smarter: CX = EX.)

15) Facilitate the 6 A's of CX ROI

Ask, Absorb, Adopt, Apply, Account, Applaud. (See How CX is Smarter: CX = EX.)

16) Ideal Customer Profile

Find the intersection between lucrative spending growth and efficient cost to serve. (See How CX is Smarter: CX Strategy.)

17) Brand integrity is a 1-to-1 ratio

You’re in business to attract customers to your value proposition and deliver it. Focus here in CXM as the ultimate source of all costs and gains. (See How CX is Smarter: CX Strategy.)

18) Benchmark to customers' aims

Meeting customers’ goals is the name of the game, regardless of your industry norms. (See How CX is Smarter: CX Strategy.)

19) Position CXM as alignment facilitator

Align company-wide performance to customer expectations, to make it easier to meet investor expectations. (See How CX is Smarter: CX Strategy.)

20) Silo-smoothing is top CX value

Seamless customer journeys are impossible with silos at touchpoints and among non-customer-facing groups alike. (See How CX is Smarter: CX Strategy.)

21) Synchronization drives CX maturity

Synchronize CXM itself as an ongoing flow rather than disparate programs. Sync CXM and EXM, and with greater customer-centricity. (See How CX is Smarter: CX Strategy.)

22) CXM is a function, not a program

“Program” implies ancillary status. Nothing is further from the truth. Follow the precedent of Finance, IT and HR in everyone’s personal stewardship for fiscal responsibility, data privacy, and ethics — and preventing CX issues. (See How CX is Smarter: CX Strategy.)

23) Embolden, straighten, and convert

Embolden expansions via CX insights at the outset of every growth effort. Straighten strategies companywide via focus on ideal customers’ expectations. Convert costs from value-rescuing to value-creating. (See How CX is Smarter: CX Strategy.)

24) Artificial intelligence dysfunction

AI and CX/CS tech never make-up for lack of alignment in mindsets that set policies, processes, handoffs, and data completeness. Indeed, dysfunction is more transparent via tech. (See How CX is Smarter: CX Strategy.)

25) Your CX Leader is CEO's MVP

When these 24 CXM practices are championed by your CX Leader, value skyrockets for your CEO, CRO, CFO, CTO, CMO, CIO, CHRO, etc. (See How CX is Smarter: CX Strategy.)

1) Support (CS) is a value center

Give credit where it’s due: turn around churn,
reduce negative word-of-mouth diluting your Marketing, risk prevention (bans, lawsuits, etc.). (See How CX is Smarter: CX Value.)

2) CS has extensive untapped value

Data-mine customer comments for a treasure trove of insights for every department company-wide. (See How CX is Smarter: CX Value.)

3) 9700% CXM ROI is possible

Cost of permanent root cause resolution is smaller than prevalent issues coming into CS snowballing into gigantic costs: returns, refunds, remedies, escalations, doubts from word-of-mouth delaying sales cycle, etc. (See How CX is Smarter: CX Value.)

4) Greatest CXM savings from pebbles

Permanent removal of issues that bother customers frees them up to engage more and frees-up your resources to create new value for snowballing gains. (See How CX is Smarter: CX Value.)

5) NPS is not your primary KPI

Lagging indicators are what you can’t measure until after the customer experience. Key performance indicators (KPIs) should be what you can measure that predicts what customers will experience. (See How CX is Smarter: CX Metrics.)

6) CX data informs; patterns inspire

Managers are inspired to act on “when X happens, Y is 3X more likely”, etc. Otherwise, CX ROI is low as what customers experience is static. (See How CX is Smarter: CX Metrics.)

7) Percentages motivate action

Percentages show managers how much is at-stake with the status quo or by taking action. (See How CX is Smarter: CX Metrics.)

8) 24 ROI metrics drive financial ratios

Show managers how CX changes contribute to return on assets, earnings per share, cumulative average growth rate, etc. (See How CX is Smarter: CX Metrics.)

9) Gold metrics drive 20 growth metrics

Focus CXM on 4 gold metrics to see stronger gains in every growth metric: customer-aligned (1) growth, (2) performance, (3) efficiencies, (4) strategies. (See How CX is Smarter: CX Metrics.)

10) Maximum lifetime value is CXM aim

It’s in investors’ and customers’ and employees’ best interest to minimize waste while maximizing growth. (See How CX is Smarter: CX Metrics.)

11) CX = EX = Growth

Everything noble about customer experience is a lesson for employee experience, and vice versa. Also, when EX slacks, CX slacks, and vice versa (See How CX is Smarter: CX = EX.)

12) Ask about them (not your brand)

Post-pandemic there’s a hunger for shared values, mutual respect, trust, and growing value. How much do you know about their definitions of these? (See How CX is Smarter: CX = EX.)

13) Solving causes urgently is pivotal

Taking action quickly at the root cause level is vital to EX and CX gains. (See How CX is Smarter: CX = EX.)

14) Speak execs' language, not CX lingo

They don’t need to know your equations and methods. Focus on what they can do about CX/EX to impact bottom-line and top-line growth. (See How CX is Smarter: CX = EX.)

15) Facilitate the 6 A's of CX ROI

Ask, Absorb, Adopt, Apply, Account, Applaud. (See How CX is Smarter: CX = EX.)

16) Ideal Customer Profile

Find the intersection between lucrative spending growth and efficient cost to serve. (See How CX is Smarter: CX Strategy.)

17) Brand integrity is a 1-to-1 ratio

You’re in business to attract customers to your value proposition and deliver it. Focus here in CXM as the ultimate source of all costs and gains. (See How CX is Smarter: CX Strategy.)

18) Benchmark to customers' aims

Meeting customers’ goals is the name of the game, regardless of your industry norms. (See How CX is Smarter: CX Strategy.)

19) Position CXM as alignment facilitator

Align company-wide performance to customer expectations, to make it easier to meet investor expectations. (See How CX is Smarter: CX Strategy.)

20) Silo-smoothing is top CX value

Seamless customer journeys are impossible with silos at touchpoints and among non-customer-facing groups alike. (See How CX is Smarter: CX Strategy.)

21) Synchronization drives CX maturity

Synchronize CXM itself as an ongoing flow rather than disparate programs. Sync CXM and EXM, and with greater customer-centricity. (See How CX is Smarter: CX Strategy.)

22) CXM is a function, not a program

“Program” implies ancillary status. Nothing is further from the truth. Follow the precedent of Finance, IT and HR in everyone’s personal stewardship for fiscal responsibility, data privacy, and ethics — and preventing CX issues. (See How CX is Smarter: CX Strategy.)

23) Embolden, straighten, and convert

Embolden expansions via CX insights at the outset of every growth effort. Straighten strategies companywide via focus on ideal customers’ expectations. Convert costs from value-rescuing to value-creating. (See How CX is Smarter: CX Strategy.)

24) Artificial intelligence dysfunction

AI and CX/CS tech never make-up for lack of alignment in mindsets that set policies, processes, handoffs, and data completeness. Indeed, dysfunction is more transparent via tech. (See How CX is Smarter: CX Strategy.)

25) Your CX Leader is CEO's MVP

When these 24 CXM practices are championed by your CX Leader, value skyrockets for your CEO, CRO, CFO, CTO, CMO, CIO, CHRO, etc. (See How CX is Smarter: CX Strategy.)

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