30 years in CX: Shaping the Future of Customer-Centric Business

In this episode of The CXPod, we caught up with Mikkel Korntved, a customer experience connoisseur who has been shaping customer-centric strategies for over 30 years. Mikkel shares his invaluable insights into how businesses can transform customer relationships into profitable outcomes. Are you curious about how customer-centricity can drive your business forward? Read on!

Key Takeaways:

• Customer Loyalty Drives Profit: Customer loyalty is about nurturing long-term relationships that translate into profitability. Businesses that focus on retaining and developing existing customers reap the rewards.
• The “Checkbox Mentality”: Many companies fall into the trap of thinking they are customer-centric just because they have systems in place (like CRM systems or newsletters).
• The Gap: We discuss the well-known gap between CEO perceptions of customer-centricity and customer experiences. Only 8% of customers agreed with their CEOs’ assessment of customer-centricity, highlighting a major disconnect.
• Afterthought or a Holistic Approach: A customer strategy should not be an afterthought in marketing or sales but the core of the company’s direction.
• Financial Justification for CX Investments: To gain traction for customer experience initiatives, make a business case in terms that resonate with C-suite executives.