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Many times CX practitioners focus on intangible, esoteric analysis of customer sentiment that fail to correlate with company numbers or shareholder expectations. 

They take a "holistic approach" that seems right, from a biased perspective, without truly knowing if focusing on those aspects of the experience actually drives customers' decisions to buy or not. And this is a mistake. 

While the influx of interest in customer experience has been wildly successful in creating customer-centric businesses, customer-centricity should not be at the detriment of your bottom line. A truly successful CX program hinges on the profitability of your initiatives.

In this ePaper, we'll dive into:

  • The difference between satisfied customers and loyal customers
  • The problem with relying on vague and intangible metrics
  • Tactics that ensure your CX program is both beneficial for you and the customer 
  • How profitable CX outcomes lead to corporate buy-in

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About the Author

MARY DRUMOND

CMO, WORTHIX

Mary Drumond is Chief Marketing Officer at Worthix, host of the Voices of CX Podcast, and editor-in-chief of the Voices of CX Blog.Mary has been featured as a CX thought leader and influencer by various publications, has authored multiple pieces on the state of Customer Experience and is considered one of the rising voices on the subject.

As host of the Voices of CX Podcast for 5 seasons, she has interviewed best-selling business authors, world-renowned speakers, and top CX executives on how they are helping organizations keep up with the Experience Economy and create customer-centric cultures around the globe.
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