A CXO activates CX strategies to deliver differentiated brand experiences that foster user loyalty,
generating an increase in leads, improving conversion and retention rates, and decreasing churn.
In parallel, he works closely with the sales, marketing and product teams, seeking to promote cross-functional collaboration that deepens the onboarding of the customer experience .
Of course, their role is to generate synergy and a common language by focusing on finding out what the client’s needs actually are and then the best way to satisfy them.
Keep reading until the end, you will find valuable content that you cannot miss!
CXO: What is this position?
A CXO or “ Chief Experience Officer ” is an executive-level position dedicated exclusively to monitoring and optimizing all consumer experiences of the products or services offered by the company.
Although seemingly a niche role, CXOs play a crucial argentina phone number list role in improving
how a customer interacts with the brand and providing good customer service, which in turn ensures low churn rates and high levels of satisfaction and renewal.
The Chief Experience Officer’s job is to maintain a positive relationship between a company, its
customers and employees, seeking to develop, under their leadership , an effective strategy that ensures that each interaction generates a positive result; valuing both UX and UI .
More and more organizations are realizing that creating connected and frictionless customer
journeys is a key and difficult task to accomplish, which is why this executive position is emerging as the solution to lead the charge.
Now, what exactly does a CXO do to improve this journey, customer service ?
What functions does a CXO perform focused on customer service?
To better understand the importance of the CXO, we are going to explain the 3 main functions aimed at quality customer service and orientation :
Product-centric experience? Not here!
The Chief Experience Officer seeks to map out a when the focus is on building lasting relationships cross-departmental strategy to focus on customer experience , resulting in companies
experiencing lower churn rates, increased customer loyalty , and generating more revenue.
The more you seek to know your customers, the more likely you are to understand their needs and expectations. Therefore, this function focuses on answering several questions:
- How useful is the information provided?
- What else would be beneficial for us to know in order to better adapt your requirements to the products and services?
- Is there a team member who can provide insight that might help? For example, there may be a contributor who has worked with a certain niche market .
- Where do we store this information?
- What other tools can help capture important customer information? CRM software can help you collect and keep this data up to date.
Seeking and promoting customer feedback
Feedback is one of the ways to find out b2b reviews what customers think about the organization and
vice versa, so this optimizes the focus of any strategy focused on them and they can even become brand ambassadors and thus increase the retention and repeat purchase rate .
It’s certainly cheaper to sell to existing customers than to keep chasing new ones – in fact, according
to Fundera , an estimated 65% of business comes from current customers, as well as 80% of future profits.
According to Zendesk’s 2021 CX Trends report , customers are looking to buy from companies that
share the same values, meaning they value the experience of buying or using a brand’s services over the price of the brand.
Let’s see which profiles the CXO should focus on and the valuable data that supports it:
- Users who want to buy from socially responsible companies : 63%.
- People who prefer to buy from companies that prioritize diversity and inclusion in their communities: 54%.
- Those who only want to interact with empathetic customer service agents: 49%.
CXOs must be aware of these changes and respond accordingly, otherwise customers will no doubt be the first to jump ship .