How To Grow Your Customer Base With Authentic CX

If you work in CX, you’re already well aware that consumer confidence has hit rock bottom. Over the past several years, customers have weathered significant disruption in virtually every industry as brands came up against — and continue to face — challenges to “business as usual.” Fluctuating demand. Supply chain turmoil. Labor shortages. And now a looming recession that’s driving price hikes and mass layoffs.

Given those CX challenges — not to mention the widespread issues of online disinformation, propaganda, and “fake news” — consumers are more discerning than ever about where they place their trust.

Like always, they want to know that brands will follow through on their commitments to quality service and products. But more than that, customers expect businesses to communicate and live their values in a transparent and genuine way. For 88% of customers, authenticity is an important factor when deciding what brands they like and want to support, according to a recent Stackla study. Earning their long-term loyalty depends on building relationships through CX that’s rooted in strong brand values.

So what does it mean for brands to be authentic? And why is it especially important when it comes to social CX? In this post, we’re looking at how an authentic, purposeful approach can strengthen your CX strategy and build your customer base.

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