Who's Your CX BFF?
Rick Denton
Conversation Catalyst | Amplify your event's impact | Live podcasting for results | CX Passport Live | Excite attendees | Reward high-value customers | Convert potential customers | ?????CX Passport Host??
(Originally published in this week's CX Passport newsletter. Don't wait for LinkedIn. Get early access right into your inbox? Sign up at www.ex4cx.com/signup )
“I made the CFO my best friend” - Karyn Furstman
This isn’t just a new buddy program at the company. This was Karyn’s quick (and I mean QUICK) response to my question about how to find the tie between customer experience improvements and financial results.?
Behind her humor, there’s a crucial insight: to gain buy-in from the C-suite, you need to speak their language. Not just finding out what they care about…what words they use.
Yes…actual words.
Speak in the language of the Financial team. When you can demonstrate the value of CX in terms that executives understand, you're more likely to get their support.
Along with the business-level element, there’s the human level. Often, the biggest obstacles to CX transformation aren't customers, but colleagues. By building bridges and finding common ground, you can turn potential adversaries into allies.
Oh…and don’t miss out on Karyn’s thoughts about spice and oysters in the First Class Lounge!
Your Turn…
Who is your “CFO best friend”? Ok…it doesn’t have to be the actual CFO. What are your best stories of building those relationships that then helped you achieve your CX goals?
Put those tray tables up and buckle those seat belts. Let’s go!
-Rick
Transform your mid-market company into a CX powerhouse ?? | Boost growth, retention, and profitability with differentiated customer experiences | 3 strategic partnerships annually | DM to explore the possibilities
4 周Great episode! I really enjoyed hearing Karyn's insights, and your great questions, Rick Denton! This is my son's first oyster experience, so I related to Karyn's story here.