customer experience

Fortune 500 board member tip for improving customer experience (CX): MAP IT OUT

map-customer-experience-journey

I own a single share in a handful of public companies. Each share gets me into the annual shareholder meeting where I can ask questions to Fortune 500 CFOs, CEOs, and board members. 2018 is my second year going to the meetings, and the strategy is effective at putting me in a room of  15 difficult-to-access people for 30 minutes. Anyone can follow this strategy. If you’re interested in replicating it, check out my portfolio here.

At last week’s shareholder meeting for a major consumer products company, I ran into a former CEO that once worked with a colleague of mine. This CEO was highly focused on the customer and led a Fortune 500 company through a significant growth period—all the way to an acquisition. Now, he’s on the board of several Fortune 500 companies. We’ll call him Mike.

My colleague and I planned a question for Mike about how to keep a company focused on the customer as you transition from an operator (CEO) to an advisor (board member).

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“The most important competitive differentiator in b-to-b is the customer experience,” –Megan Heuer, Vice President, Research of SiriusDecisions.

Filipino rock icon, Rico Blanco, during his album launch last November 9 at Teatrino, Greenhills.
“Galactik Fiestamatik” by Miguel Santiago is licensed under CC BY 2.0

{Drop the mic. Exit stage left.} Megan Heuer’s quote says it all.

Yesterday, on May 26, 2016, SiriusDecisions presented a research report, “2016 B-to-B Customer Experience Study,” during its 2016 B2B Marketing Conference / Summit shared some areas for improvement for B2B Marketers. The finding I especially relate to is:

Aleksander Nowak and I experienced the need to provide post-sale support on the front lines of our reputation management company that we started in 2012. Alek and I had daily involvement in the sales, marketing, operations and support roles of the company. I personally responded to 200 to 400 support tickets per day for two years; the customers must be satisfied!

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