Here's how you can shape your boss's view of customer experience importance.

Para influir en la percepción de tu superior sobre la experiencia del cliente, comienza explicando sus conceptos básicos. Resalta que una experiencia positiva va más allá de resolver problemas, ya que crea una percepción favorable de la marca y fomenta la lealtad y las referencias. Usa ejemplos claros y efectivos para mostrar cómo peque?as mejoras pueden aportar grandes beneficios, como una web intuitiva que reduce el abandono de carritos y un servicio al cliente eficaz que convierte a clientes insatisfechos en promotores de la marca. Comunica que optimizar cada punto de contacto no implica cambios radicales, sino una estrategia que impulse el crecimiento y éxito de la empresa.

Make it as relevant as possible rather then theoretical. pull a personal sample in. In addition link it to financial growth and show the connection between CX and revenue growth. Talking about theory is not enough to become the relevant topic that is not deprioritized when something else that is revenue driving gets a priority.

Start by explaining the basics: When talking to your boss about CX, break it down. Explain how it's about every touchpoint a customer has, from the website to support. Show them that a good experience isn't just about fixing problems, but creating a positive brand image that leads to loyalty and referrals. Use clear examples of how small improvements can make a big difference for the company. This helps them understand the value of investing in CX.

Begin by educating your boss about the significance of customer experience in a tactful manner. Present data and case studies that highlight the positive impact of excellent customer service on sales and customer retention. For example, explain how addressing customer concerns about a sectional sofa’s delivery or assembly can lead to increased satisfaction and repeat business. Use real-life examples from the furniture industry to illustrate how superior customer experience drives loyalty and referrals.

Um caminho importante para conseguir o engajamento da lideran?a (ou do seu chefe), é mostrando o ROX (Return on Experience). Essa correla??o n?o é fácil, mas se conseguir mostrar as métricas que tragam o impacto dos resultados obtidos com as estratégias de CX nos objetivos gerais da empresa, ele vai come?ar a entender a real importancia de CX.

A prova viva é a melhor maneira de expandir a experiência que o cliente teve na sua empresa. Mas ela tem que ser realmente verdadeira, n?o precisa ser uma super produ??o. Tem que ser algo natural, que venha de espontaneamente do cliente.

Highlight instances where customer feedback was used to improve a product or service. Look beyond your company and talk about industry leaders known for their exceptional customer experience. These stories demonstrate that investing in CX is a strategic move with a clear return on investment, not just a cost.

Share success stories that demonstrate the value of prioritizing customer experience. Highlight instances where excellent customer service led to positive outcomes. For instance, describe how resolving a complaint about a sofa set in a timely and professional manner resulted in a satisfied customer who then recommended the store to friends and family. Showcasing these successes helps your boss see the tangible benefits of investing in customer experience.

Quando você consegue trazer exemplos reais dentro da companhia que tiveram resultados positivos para a empresa, e que tem conex?o com a estratégia de CX implementada, você consegue tangibilizar o impacto. Você demonstra na prática o qu?o importante s?o as estratégias de centralidade no cliente.

Investing in CX is not just a cost but a strategic move. Improved CX leads to long-term benefits such as increased customer retention, higher customer lifetime value, and positive word-of-mouth referrals, all of which contribute to sustainable business growth.

Entender onde é o foco. Ter a clara no??o de quais s?o os objetivos principais almejados pela sua lideran?a é fundamental para conseguir escolher e trazer para os "highlights" os principais KPIs de CX e os resultados que eles est?o impactando dentro da empresa. Assim você n?o perde o seu tempo demonstrando números que, você pode achar interessante, mas o seu líder n?o vai dar a mínima aten??o.

Whether your boss wants to increase sales, market share, or customer retention, explain how a great customer experience directly contributes. Connect the dots and show them how CX fits into the bigger business picture. This makes your argument stronger and shows you're not just focused on CX in isolation, but understand its impact on the entire company's success.

Align your customer experience initiatives with the company’s broader goals. Show how enhancing customer service can contribute to achieving key business objectives such as increasing sales, improving brand reputation, and expanding market share. For example, explain how exceptional customer service in the living room furniture segment can boost sales and enhance the brand’s image as a trusted home furniture provider. Aligning with goals ensures that your boss understands the strategic importance of customer experience.

Suggest practical ways to enhance the experience within your company's resources. This could involve streamlining processes, like automating repetitive tasks or introducing live chat options. By proposing specific, actionable steps, you show initiative and a proactive approach.

Propose innovative solutions to improve customer experience. Suggest new technologies or processes that can enhance service quality and efficiency. For example, recommend implementing a customer feedback system to gather insights on how to improve the shopping experience for bedroom furniture or a sofa set. Propose training programs to equip staff with the skills needed to handle customer inquiries and complaints effectively. Innovations show your boss that you are proactive and committed to continuous improvement.

Enhance the version how we can improve in our commitment to the customer..like timely deliveries and do new innovations as per the market needs and demands.

The higher in the company as a leader, the more they need data and measurement to prove the case. Make sure that your CX measures predict actual results for your business. Satisfaction really doesn't mean anything unless you can show how customer behavior changes from that satisfaction score. Most organizations stop at measuring the CX metric. Great organizations can show how satisfaction, effort or loyalty scores actually predict customer churn or revenue. That's what your boss wants to see. An easy way...track customer behavior for six to twelve months after they gave you a score. Does their score predict their activity. If so, you're ready to go. If not, try a different metric.

Customer churn is also a very important metrics we should measure especially after every touchpoint. This will help us know better which steps make the customer quit, likely make them painful, then we can improve our product/service

Tools like customer satisfaction scores, NPS, and CES give us valuable insights into how customers feel and behave. By tracking these metrics over time, we can make data-driven decisions to continuously improve the customer journey. This shows your boss that CX efforts are not just about good intentions but have a measurable impact on the business.

Volto a falar da correla??o entre os resultados de CX e os resultados da empresa. Se você conseguir demostrar, por exemplo, que o aumento do resultado de NPS está correlacionado com o aumento de indica??es de novos clientes e o aumento da receita da empresa, você conseguirá demonstrar o qu?o importante s?o as estratégias de CX da empresa.

Empathy is the key to unlocking customer loyalty! Encourage your boss to build a culture where everyone understands and shares customer feelings. This can be achieved through regular customer interaction, like hosting feedback sessions or conducting customer journey mapping exercises. By putting themselves in the customer's shoes, your team will naturally develop more intuitive service and product offerings, solidifying the importance of CX in your boss's eyes.