noted higher levels of stakeholder pressure to improve ESG reporting transparency — an 11% increase in only a year. It’s unlikely that this is a fad. These topics have climbed to the top of customers’ priority lists. They reflect a person’s values. But you seldom find them on modern-day customer journey maps.
You’ll hear some leaders say that the “customer is always right”. Yet that strict policy can also lead to costly attrition of top people, too many priorities, and team burnout.that showed that only one in three companies have designed a seamless integration between their customer experience and employee experience initiatives. And when they’re not aligned, the research team suggests that companies may be missing out on as much as a 50% revenue bump.
Ensure that your CX metrics align with your organization’s strategic goals — especially those that the CFO reports to the street, such as revenue growth and operating margins. CFOs seldom care about vanity metrics, such as number of followers. Nor should you.
Ostrich head in the sand?
How about banks? *Here is the Prophecy: Silicon Valley Collapse!!!* ProphetElvisMbonye