Home Blog Customer experience How to engage your organization around the customer experience

How to engage your organization around the customer experience

How to engage your organization around the customer experience

To be successful, a CX program needs engagement from all sides and all levels of the business. It requires the careful selection of cross-functional champions who can rally up the troops around the customer experience in their respective departments. Crucially, it relies on executive buy-in, preferably from the start, as well as mid-management and frontline engagement.

Easy, right? For some organizations, it can be. Particularly those that have customer centricity at the core to their company culture. These organizations have many of the pre-requisites for delivering positive customer experiences such as a shared vision or coordinated efforts. In many others though, it feels instead like the proverbial herding of cats.

So how do you ensure engagement across the organization?

It’s relatively straightforward for a CX professional to understand the economic value of increasing or decreasing a particular CX metric, otherwise known as financial linkage. What’s critical here is to interpret movement in this metric vis a vis different business KPIs. For example, if you use Net Promoter Score as your core CX metric, and you know the customer lifetime value (CLV) of a promoter or a detractor, it’s not that hard to correlate a higher NPS with increased CLV across your business. What’s harder is to operationalize this process on an on-going basis, and across all key functions. A higher NPS generally means lower cost to serve, but a specific correlation can be worked out by the fact that detractors are much more likely to make a complaint. This logic can also be applied to customer acquisition as promoters’ positive word-of-mouth praise can generate more revenue.

The first recommendation is to understand what business KPIs are already in place, and work out the right way to correlate CX metrics with them. You’ll find it much easier to grab the attention of key stakeholders when you speak their language, and help them reach their objectives. And they’re much more likely to get involved in your improvement plans, since at the end of the day, it’s all about taking action and measuring the results of these actions.

Data sheet

CRM connector for Salesforce

CRM connector for Salesforce Optimizing customer interactions throughout the customer lifecycle Each and every customer interaction is important to your business, and you know how critical it is to listen to, and act on, the Voice of the Customer. With Forsta CRM Connector for Salesforce, you can optimize all your customer interactions throughout the customer […]

Read more
CRM connector  for Salesforce
Video

From metrics to meaning

Many feedback programs measure Net Promoter Score movements, but few can reveal the “why” of customer behavior. Forsta’s HX Benchmarks puts performance in context so you can understand what great experiences look like for your customers. Learn more about the human-centered intelligence you need to outperform the market.

Read more
From metrics to meaning
Video

Crowdsourcing

Crowdsourcing Imagine a feedback tool that doesn’t just tell you there’s a problem but actually suggests how to solve it. Learn how easy it is to launch a time-flexible, feedback solution that ensures your whole team can contribute towards success. Related resources

Read more
Crowdsourcing

Learn more about our industry leading platform

FORSTA NEWSLETTER

Get industry insights that matter,
delivered direct to your inbox

We collect this information to send you free content, offers, and product updates. Visit our recently updated privacy policy for details on how we protect and manage your submitted data.