Customer Experience

While phrases like "customer-centric operation" may sound like empty business jargon today, leaders who aren't constantly reassessing their clients' needs could be losing out big time.

Cultivating and maintaining customer loyalty is a must for mid-market companies. In particular, mid-marketers, according to CustomerThink.com—are unintentionally giving away customer loyalty without realizing it by making a few common mistakes that can easily be rectified.

It’s a known fact that to succeed in business, you must be able to carefully walk the tightrope between your consumer desires and what makes sense from a business perspective. But taking on this challenge is no easy feat.

Every company that markets products or services produces sales.

Your company’s product—no matter how unique or superior to a competing product, no matter how affordable or cost-agnostic—isn’t enough anymore. Winning the war for customer acquisition and retention is no longer a product game, it’s a relationship game. The battleground is omni-channel consumer engagement. This requires a holistic view, which can only be achieved by having a complete customer platform.

We’re living in the age of the customer where companies are expected to be accessible 24/7/365, and consumers are growing accustomed to having their needs met at the drop of a hat. To remain relevant in this climate, CEOs must make optimizing the customer experience a top priority throughout all departments of their organizations—a seemingly tall task that can be made much easier through the use of connected technology.

Now that more mid-market companies are operating full-size call centers, providing meaningful customer service has never been more important. And a number of new technologies are available to help mid-market CEOs ensure that their companies are coming through on that score.

Most CEOs are concerned with increasing margins, improving quality, ensuring customer satisfaction, and decreasing talent turnover. They are shaping a company, and CEOs dwell mainly in the big picture; but here are 4 great reasons to pay more attention to your frontline employees.

Big-company CEOs increasingly are being strafed by activist investors and others for moving too far afield of their core businesses, and many are simplifying their organizations as a result. But mid-market chiefs and many of their counterparts at Fortune 1000 companies still have good reasons to move beyond their corporate core.

Effective leaders know that delegating tasks is key to maximizing the value they can ultimately provide to the organizations they run. Yet when it comes to high-value customers, the direct involvement of CEOs can pay off in spades, indicating to customers just how important the company collectively considers the relationship.