The Business Dilemma: Knowing When to Call in the CX Experts

Vaishali Dialani - Senior Customer Experience Strategist

6 Feb 2024

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In today's customer-centric business climate, my colleagues often ask me, 'Vaishali, how do we know when it's time to bring someone with a strong CX background like you into our fold?' This question is not merely a query; it's a pivotal consideration that speaks volumes about the evolving priorities of modern enterprises. The acknowledgment of the necessity of CX expertise within an organization signifies a fundamental shift in how businesses approach their path to success.

At the heart of any thriving business lies its customer base. While profit margins provide a straightforward view of an organization's financial health, gaining a deeper understanding of your relationship with customers offers richer insights. Consider these thought-provoking questions as you conduct an internal assessment:

    • Are They Coming Back? One of the most transparent indicators is customer retention. Are your customers loyal to your brand? Are they repeatedly choosing your services or products? If you find the retention rate dipping or even just stagnating, it's time to introspect.
    • Dive into Metrics: We live in an age of data-driven decisions. Instead of relying on anecdotal evidence, dig deep into your internal metrics. They might just reveal patterns you hadn't noticed - like a certain segment of customers interested in the product/service but not purchasing or a product not performing well as expected or even customer support receiving unexpected calls after embarking on certain customer journeys.
    • The Journey Matters: Reflect on your customer's journey. Have we thoroughly mapped out and documented our customer's journey? Is this journey designed with a focus on meeting their needs and ensuring their convenience? Are all touchpoints of their interaction with our brand seamless and well-aligned?
    • Know Your Customers: It might seem elementary, but a surprising number of organizations struggle with this. Do you genuinely know who your customers are? Their preferences, pain points, and motivations? If the answer is no, there’s a significant piece of the puzzle you’re missing out on.

Next step - Taking Action

If, upon reflection, you find gaps in your understanding or realize that the customer experience isn't as smooth as it should be, it's a clear sign. It’s time to call in the experts!

The next steps are to strategize, optimize, and elevate your customer experience to where it rightfully belongs - at the core of your business operations. 

But remember, you're not alone in this journey. The world of CX is vast, intricate, and ever-evolving. Whether it's mapping out the perfect customer journey, understanding metrics better, or just needing a fresh perspective on things - we, at Konabos, are always here to guide, support, and collaborate.

So, start asking those hard questions today. The insights you uncover might just pave the way for transformative changes tomorrow.

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Vaishali Dialani

With over 8 years of experience as a data-savvy experience designer, research specialist, and strategic change-maker, she passionately advocates for integrating emotions and efficiency through customer experience research, product insights, and communications.

Recognized as a CXPA Emerging leader, CX Leader of The Year 2023 Finalist, and ranked among the top 11 CXMStars worldwide, she believes in the power of knowledge sharing to foster growth and awareness within the CX community.

Vaishali’s commitment to knowledge sharing extends to podcasts, blogs, guest lectures, speaking engagements, and training programs. Simultaneously, conducting leadership training workshops for low-literacy level professionals, making a positive impact through collaborative efforts across diverse spheres.

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