The Most Important Conversation You Can Have About Your Customer & Employee Experience
That’s really the goal, isn’t it? It’s not just to measure the state of your experience. Not just to deliver insights from your data (regardless of if they’re actionable or not). The point of a CX or EX program is to improve your experience to improve your business!
One of the most important pieces of advice we give our clients as they dig into their customer or employee experience strategy is to “design with the end in mind.”
This is really just our way of saying that when you map out your listening posts, choose your text analytics approach, or designate internal teams to lead program governance initiatives, you need to know what you are working toward.
And that brings us to the most important conversation you can have with your customer experience (CX) and employee experience (EX) stakeholders. It starts with this one question:
What business challenges are we trying to solve with our experience initiatives?
Because that’s really the goal, isn’t it? It’s not just to measure the state of your experience. Not just to deliver insights from your data (regardless of if they’re actionable or not). The point of a CX or EX program is to improve your experience to improve your business!
For some, that might mean acquiring new customers or retaining existing customers. For others, it might look like reducing costs and increasing cross-sell and upsell efforts. Whether you fall into one or all four of these areas, your experience program can help you deliver value.
Solving for X with Experience Improvement
This principle, what we call Experience Improvement (XI), is why Pearl-Plaza exists. Our mission is to help our clients improve experiences at the intersection of value—where customer, employee, and business needs come together.
Ultimately, our clients are able to move the needle and go beyond managing their experience to actually improving it. With the right intelligence, businesses can empower the right people to take transformative, informed action in the most effective ways, achieving better results for the business and better experiences for their customers and employees.
And it all starts with one conversation: What is the “X” your business is trying to solve for?
If you want to learn more about how your experience programs can solve for X, you can learn more here. You can also reach out to our knowledgeable experts to see how experience improvement can benefit your business today! Reach out and talk to us here.
