Reigniting your Business

There is a revitalization occurring as we begin 2021 and organizations are looking not only to revive their businesses, but to create a rebirth or a new beginning. One of the ways this is happening is through organizing the whole business around the delivery of exceptional customer experiences. It is called the Business of Experience (BX). It spurs organizations to become fanatical about the customer and re-energize growth.

BX basically puts the customer experience as a top priority for the CEO and ties it back to every department and every aspect of an organization’s operations. Many studies over the past 5 years have indicated that by 2020 the customer experience would be more important than price. One report: Customer 2020: A Progress Report even states that the customer experience overtakes price and product as the key differentiator.

“Unleashing Excellence – The Complete Guide to Ultimate Customer Service” co-authored by Teri Yanovitch and Dennis Snow outlines how to structure the organization’s approach to do exactly what is now being touted as the new way to do business. The second edition was published by Wiley in 2003 almost 20 years ahead of its time! The book is a guideline for leaders and is simple and easy to follow. A website with free downloadable templates and examples accompany the book.

Your organization can become one of the leaders in this holistic approach to becoming customer-obsessed and ignite growth as the world starts to come out of this pandemic. BX pushes beyond the CX philosophy and involves everyone in the organization. Therefore, everyone has a stake in the game.

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