strengthening customer connections

Very early on in my career, I realized the power of customer experience team and executive collaboration to empower stronger customer connections -- to drive results. Both in-store and online.

The needs and desires of the target customer should be crystal clear at all levels of the organization. I reference target customers because they are advocates, and often the most valuable customers to a brand.

After connecting with several CX professionals, I am noticing there is an opportunity for companies to invest more time in connecting with customer service teams to co-create policies and procedures to navigate this "new environment". Customer Sucess and Customer Experience teams are key business partners in every organization, now more than ever.

Having more powerful conversations with CS and CX teams helps organizations to:

1. Evaluate and inspire updated service/product offerings to increase target market sales volume.

2. Be more proactive versus reactive in addressing target customers needs and desires.

3. Create new initiatives to keep customers engaged at various touchpoints of the sales cycle.

4. Reducing "customer friction". As the current pandemic has added new challenges for both customers and brands to connect. Customers have higher service expectations.