Everyone has a hand in the customer journey, which means each department has a responsibility to improve the customer journey.
Ultimately, improving the CX isn’t just about hiring a CX team. It requires a consistent, comprehensive vision of what the CX entails and an enterprisewide duty to follow through on it.
This means connecting the CX strategy to the overall business strategy and aligning on metrics, goals, and responsibilities. It’s also about making the strategic, tactical, and soft skills necessary for success clear.
Why it matters: Investing in the CX is a smart business strategy. A good CX leads to a happy customer, higher loyalty, and, eventually, higher revenues. Everybody wins.
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