Customer Focus or CX Focus - what’s the difference?
Trip to where it all began: Mark had the chance to visit Edinburgh and the old offices where his career began 30 years ago. Throughout these three decades Mark has focused on understanding the behavior of customers, and helping businesses use this understanding to improve their success metrics.
Market Confusion There has been a lot of recent confusion around how to get success from CX initiatives, and much of this comes from confusion over the difference between an organization being customer focused, and CX focused - what’s the difference?
Our Position: At Journey-Smiths we believe that every business must be customer-focused at it’s core - if you are not delivering something that customers find valuable, then they’ll not do business with you. Once you are set up as a business the next step is to get focused on customer experience - this will make customers happy, get them buying more and referring new customers.
Three key lessons: The article finishes with three key recommendations for CX professionals to focus on the right things and be successful at work.
