As organizations grow, their customer experience does, too. During the month of July, 2013, we examined this topic and offer ideas to stay on track.

1. July 2013

2. As you scale your business, there
will be changes in your Customer
Experience… Like it or not! How do
you continue to grow without
alienating your existing customers?
How do you adopt new growth
strategies without inciting a mutiny
among your employees?
It’s all about remaining customer-centric as
we grow!

3. Strategies for customer-centric organizations can help
propel any old business ahead of their competition. But
increased focus on acquisition makes it easy to lose sight of
your mission, and lose touch with the smaller parts that
really keep things moving.

4. As you grow your business, you will inevitably be making
lots of changes along the way. But not everyone is going to
be happy with these changes. Be on the lookout for these 3
common trends in growing businesses to stay ahead of the
curve.

5. Business growth is often equated with customer
acquisition. But what about specific B2B customer
retention strategies? Here are 5 tips and disciplines to help
keep your customers from feeling alienated as you grow
and change.

6. Marketers, those experts at telling us what we really want,
are now saying customer experience is the new marketing.
I’m here to tell you it’s not. Let’s examine the points in the
journey that are often overlooked -or ignored – by
marketing.

7. As organizations grow, they begin to lose touch with what
drove them in the first place. How can growing
organizations be sure to continue delivering a superior
customer experience? Consider these questions to help
you stay true to your original goals.

8. With busier schedules and comfort with ecommerce,
customers are choosing those brands who provide
convenience in the way they like. Focusing on convenience
as a driver throughout your customer’s experience could
help you attract and retain customers.

9. Next time you find yourself saying, “But I’ve never done
that before” as an excuse to NOT do it – stop yourself. Set a
small goal and accomplish it. Then set a loftier one and
accomplish that. You can do this.

10. There is nothing more organic than how a passionate
entrepreneur creates experiences for his or her customers.
The experience often reflects who they are as a person, in
spite of their best efforts! Ask yourself these critical
questions when scaling your business.

11. Innovation is often described as “building a better
mousetrap.”If you don’t know what your customers are
expecting in the rest of the marketplace, it makes it difficult
to build anything better. Do you pay attention to your
competitors?

12. Determining what customer-centric performance metrics
you track for your organization, especially as you grow, can
determine if you will improve your customer experience or
leave it to chance. Here are the 5 basic ways to measure
business performance.

13. As spans of control widen it gets harder for one person to
hold it all together. There are many questions that an
owner needs answering. Guest blogger James Lawther
takes us inside the plight of a growing customer-centric
business. What advice would you give the owner?

14. The peak-end rule means creating memorable experience.
The highs and the lows are what customers remember.
Highs are great emotions. Lows are bad ones, like guilt.
Learn how to understand what really matters to your
customers, then work it!

15. As you scale your business, there will undoubtedly be some
terrible customer experiences along the way. But don’t
fret! Guest blogger Stefanie Amini has shared 7 ways your
growing business can benefit from these experiences by
turning them into “Wow” experiences.

16. You don’t have to send your employees on a posh escape
to make them stay. It just takes some creativity,
consideration and willingness – and that’s my cue to
present you the star of our July 2013 Microinteraction of
the Month: GrubHub!

17. For the month of August, we want to feature a microinteraction from you! So
share your favorite microinteractions with us for a chance to be featured in
our communities and to win the bestselling book, Youtility: why SMART
MARKETING is about HELP not HYPE by Jay Baer!

18. CXI®Club Newsletter
Thanks to our community for joining us in our discussions about Customer
Experinece for Growing Companies. Want to join in? You’ve already found us, so
let’s stay in touch!
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