Here’s a question: if customer experience were a person, where would they sit in your company? At the customer service desk? In marketing? Maybe at the execs' roundtable?
Truth is, CX doesn’t have one seat – it has many.
- In a truly customer-centered company, CX isn’t just a department; it’s a team sport, where everyone plays a role.
- From the developers creating products to the finance team keeping them affordable, and yes, even the folks in IT keeping the systems running – we all contribute to CX.
So, how do you get everyone to show up for this company-wide “CX party”? And how can you make sure the focus on CX doesn’t get lost between departments?
Let’s break down the strategies, tips, and tools (including a few ways Mplus can help) to bring customer experience to the center of the company – right where it belongs.
Why Make CX a Team Sport?
When everyone’s onboard with CX, great things happen:
- A Consistent Brand Experience. Ever talked to a company and felt like their teams were speaking different languages? Not cool. When everyone’s aligned on CX, customers get a smooth, consistent experience, whether they’re chatting with support or checking out a product update.
- A Positive Impact on Revenue. This isn’t just warm-and-fuzzy talk. Happy customers tend to buy more, stick around longer, and bring friends along. Aligning on CX across teams drives loyalty and makes a tangible difference to the bottom line.
- Better Collaboration and Innovation. When everyone understands CX and why it matters, teams are more likely to share insights and support each other, leading to more creative problem-solving.
How to Make CX Everyone’s Business
So, how do you make CX a priority across the entire company? Here are some practical ways to get everyone in on the action.
1. Lead with a Customer-Centric Mission
Top leadership plays a massive role here. When the exec team talks about CX, celebrates CX wins, and even joins CX activities (think: CEO sitting in on a support call), it sends a powerful message that this isn’t just another corporate buzzword – it’s part of the company DNA.
2. Share Customer Wins and Challenges
Customer feedback shouldn’t just be seen by the CX team; it’s relevant to everyone.
- Sharing success stories and challenges helps other departments see how their work impacts customers.
- Celebrate the wins, but also highlight areas where there’s room to improve – it keeps everyone motivated and in the loop.
With Mplus’ Wallboard, you can display customer feedback and metrics in real-time for everyone to see. It’s a simple way to keep customer sentiment front and center.
3. Give Everyone Access to CX Insights
You wouldn’t expect your finance team to hop on a customer call, but giving all departments access to customer insights can help them see the bigger picture.
- With tools that provide real-time metrics and customer sentiment (like Mplus’ Wallboard), departments from product development to marketing can make decisions that align with what customers actually want.
4. Make Cross-Department Communication a Habit
When departments work in silos, customers can feel the disconnect.
- Set up regular check-ins across departments to keep CX efforts aligned.
- This way, teams like product and support can discuss common customer pain points and brainstorm solutions together.
5. Track CX Metrics and Improve Over Time
Metrics like CSAT (Customer Satisfaction) and NPS (Net Promoter Score) are great for gauging CX success, but don’t stop there.
- Regularly review these numbers and adjust strategies as needed to keep up with evolving customer needs.
With Mplus, we don’t just help track these numbers – we turn them into actionable insights, highlighting trends and providing areas for growth so your CX approach evolves with your customers’ expectations.
How Mplus Can Help Make CX a Company-Wide Objective
At Mplus, we’re all about tools that bring everyone together around CX. From real-time Wallboards that display key metrics company-wide to our AI Copilot for supporting agents, we provide solutions that connect departments, making it easier to keep everyone focused on CX.
Making CX a company-wide priority is a journey – but one that pays off in brand loyalty, happier customers, and a motivated team. With everyone rowing in the same direction, CX becomes more than just another buzzword – it’s a core value, and that’s something customers can feel.
So, who owns customer experience? We all do. And with the right mindset and tools, you can make CX everyone’s favorite company project.
