• Company
  • Sales  +1 (800) 646-0520
  • Contact Us
  • Login
Sogolytics – Online Survey Tool Sogolytics – Online Survey Tool Sogolytics – Online Survey Tool Sogolytics – Online Survey Tool
  • Products
    •  
        • Online Survey Tool (DIY)
        • Enterprise Feedback
        • Customer Experience
        • Employee Experience

          Security Automation & Integration Managed Services

        Create professional-looking surveys in minutes with our easy-to-use online survey maker. Enjoy plenty of advanced design, distribution, and analytics options to get the answers you need.

        Explore SogoSurvey
        Check out our easy-to-use online survey tool.
        Survey Design
        Build faster with intuitive survey creation options.
        Survey Distribution
        Publish, track delivery, and collect answers.
        Survey Participation
        Engage your audience to boost response rates.
        Reporting
        Turn results into reports you can share in minutes.
        Data Management
        Control your data in the format of your choice.
        All Features
        Explore our toolbox of powerful features.
        Pricing
        Explore our products and their prices in detail.
        About
        SogoSURVEY

        Related Resources

        Create your First Survey Project Getting Started With Sogolytics – Live Training Bank of Ready-to-Launch Survey Templates

        Meet the most secure and collaborative feedback management and assessment platform on the market, featuring sophisticated analytics and powerful automation and integrations.

        Explore SogoCore
        Step up with our advanced survey solution.
        Take a Tour
        Our all-in-one platform simplifies project flows.
        Mobile App
        Get answers to go with the app that delivers.
        Poll Maker
        Learn how our quick polls make decisions easy.
        Form Builder
        Simplify workflows with quick forms and alerts.
        Assessment
        From quizzes to audits, scores deliver more.
        Pricing
        Explore our products and their prices in detail.
        About
        SogoCORE

        Related Resources

        15 Must-Know Features to Boost Survey Response Rates Build Custom Reports in Minutes – Live Training Bank of Ready-to-Launch Survey Templates

        Improve customer satisfaction and loyalty with the platform that helps you map and monitor key metrics across the customer journey, turning data into insights and action plans.

        Explore SogoCX
        Meet our complete customer experience platform.
        Omnichannel Experience
        Deliver consistently across channels.
        Voice of Customer
        Build understanding through deep listening.
        Customer Journey
        Find and fix friction points for smooth sailing.
        Customer Analytics
        Turn metrics, drivers, and NLP into insights
        Alerts & Action Plans
        React quickly and plan strategically.
        Net Promoter Score (NPS)
        Deepen brand loyalty to improve customer retention.
        Pricing
        Explore our products and their prices in detail.
        About
        SogoCX

        Related Resources

        Top Customer Experience Trends That Emerged in 2023 Your Ultimate Guide to Customer Satisfaction eBook: What Remarkable CX Leaders Do Differently

        Understand, engage, and prioritize your people with the platform that streamlines employee experience management so you can focus on the folks who make your workplace work.

        Explore SogoEX
        Learn about our employee experience platform.
        Employee Engagement
        Uncover the drivers that impact employees most.
        Employee Pulse
        Easily track employee sentiment across time.
        HR Analytics
        Drill down on metrics and open-ended feedback.
        Employee Journey
        Mind the gaps to ensure a consistent employee experience.
        Employee 360 Feedback
        Get the full picture with this powerful multi-view study.
        Candidate Experience
        Improve the experiences of your potential employees, too!
        Employee Wellbeing
        Build a healthier balance to sustain a thriving workplace.
        Performance Management
        Ensure your reviews empower learning and growth.
        Company Culture
        Curate a workplace that really works for you and your team.
        Digital EX
        Streamline digital experiences to keep things moving.
        Pricing
        Explore our products and their prices in detail.
        About
        SogoEX

        Related Resources

        What Employee Experience Leaders Got Right in 2023 Rethink Employee Engagement: How to Fix What’s Broken Treating Employees As Your Most Important Customers
      • Online Survey Tool (DIY)
        • Online Survey Tool (DIY)
        • Survey Design
        • Survey Distribution
        • Survey Participation
        • Reporting
        • Data Management
        • All Features
      • Enterprise Feedback
        • Enterprise Feedback
        • Take a Tour
        • Mobile App
        • Poll Maker
        • Form Builder
        • Assessment
      • Customer Experience
        • Customer Experience Overview
        • Omnichannel Experience
        • Voice of Customer
        • Customer Analytics
        • Ticketing
        • Customer Journey
        • Alerts and Action
        • Net Promoter Score (NPS)
      • Employee Experience
        • Employee Experience Overview
        • Employee Engagement
        • Employee Pulse
        • HR Analytics
        • Employee Journey
        • Employee 360 Feedback
        • Candidate Experience
        • Employee Wellbeing
        • Performance Management
        • Company Culture
        • Digital EX
      • Help Desk Ticketing
        • Help Desk Ticketing
        • Features
        • Closing the Loop
        • Use Cases
    •  
      • Security
      • Automation and Integration 
      • Managed Services
      • Survey Templates
  • Solutions
    • Solutions By Function
        • Function
        • Industry

          Security Automation & Integration Managed Services
        Solutions
        Banks Credit Unions ConsultingFitnessHealthcare
        Higher EducationHospitality Human Resources K12Technology
        See all Solutions
        Case Study
        T3 Expo + Sogolytics
        Read more

        Related Resources

        On-Demand Webinar Library Survey Template Bank
        Solutions
        By Industry

        Quick: What’s that industry in which everyone’s trying to improve customer and employee experiences? Oh, right — that’s every industry! Working to provide better experiences for everyone? There’s a good chance we can help.

        01Credit Union 02Healthcare 03Travel & Hospitality 04Higher Education 05Non-Profit 06B2C 07Airlines 08Manufacturing
        09Financial Services 10Government 11K12 12B2B 13Technology 14Retail 15Automotive 16Fitness
        Case Study
        VPFW + Sogolytics
        Read more

        Related Resources

        On-Demand Webinar Library Survey Template Bank
    • Banks
    • Credit Unions
    • Consulting
    • Fitness
    • Healthcare
    • Higher Education
    • Hospitality
    • Human Resources
    • K12
    • Technology
    • See all solutions
    • Solutions By Industry
        • Credit Union
        • Financial Services
        • Healthcare
        • Government
        • Travel & Hospitality
        • K12
        • Higher Education
        • B2B
        • Non-Profit
        • Technology
        • B2C
        • Retail
        • Airlines
        • Automotive
        • Manufacturing
        • Fitness
    •  
      • Security

        Our top-tier certifications and practices ensure your data privacy and security every step of the way.

      • Automation and Integration 
      • Managed Services
      • Survey Templates

        Professionally designed questionnaires for a wide range of projects allow you to go live in no time.

    •  
      • Customized Success

        Our powerful, flexible solutions serve clients across industries and around the world. Their success is our success.

      • See Case Studies
  • Pricing
  • Customers
  • Company
  • Resources
    •  
        • User Guide
        • Video Library
        • Training
        • Webinars
        • Customer Stories
        • Survey Templates

          Blog Latest Releases
        User Guide

        From how-to to best practices, we’re here for you! Follow along with step-by-step instructions, check out helpful videos, and then dive into the platform and put your learning to work.

        Project type 01Project Basics 02CX Project 03EX Project 04SogoConnect 05Assessments 06Polls
        topic 01Integrations & API 02Billing 03Question Types 04Distribution Methods 05Project Analysis 06Security 07FAQs View All topics
        Welcome
        to sogolytics

        Related Resources

        Create Your First Survey Project Getting Started With Sogolytics – Live Training How to Boost Survey Response Rates – Live Training
        Video Library

        Just as we’re always updating our products, we’re always updating our video resources that help to guide you! Start with the full tour or explore as you go with step-by-step tutorials.

        01Survey Design 02Survey Distribution 03Survey Reports & Data 04Take a Tour
        Welcome
        to sogolytics

        Related Resources

        Create Your First Survey Project Getting Started With Sogolytics – Live Training How to Boost Survey Response Rates – Live Training
        Training

        Whether you’re a design pro, research expert, or newbie to the wide world of surveys, feedback, and experience management, our team is ready to help! Watch and learn or join a live training.

        01Getting started with sogolytics 02Boost survey response rates 03Build custom reports in minutes 04Assessments: a total overview 05Best practices: design 06A deeper dive: advanced options 07What’s New?
        Welcome
        to sogolytics

        Related Resources

        Create Your First Survey Project Common Survey Design Pitfalls (And How to Avoid Them!) Better Reports: Put Omni to Work For You!
        Webinars

        From thought leadership to feedback and experience management best practices, our webinars deliver insights to move you forward. Join us live or check out our on-demand library.

        on-Demand 01SOS Workshop: How to Spot and Correct Survey Mistakes 02How to Effectively Measure Customer Experience and Prove ROI 03Managing Change in the Era of Employee Experience 04L&D Strategies Gone Wrong: Delivering Better Training 05Fueling Customer Confidence & Trust: Critical Data Security Practices View All
        Welcome
        to sogolytics

        Related Resources

        Join Us: SogoX Business Leadership Forum #FavoriteThings: A Recap of 2023’s Favorite Features
        Customer Stories

        Our favorite stories are those our clients tell us about how we’ve helped them to make better decisions and provide better experiences for their most important stakeholders.

        Most popular 01Archbright 02Virginia Physicians for women 03Trumbull county educational center 04All in credit union 05PD self View All
        Welcome
        to sogolytics

        Related Resources

        Join Us: SogoX Business Leadership Forum Live and On-Demand Trainings
        Survey Templates

        Looking for inspiration? Our survey template bank comes fully loaded with a wide range of ready-to-use questionnaires to get you started! Customize, polish, and publish!

        Most popular 01Customer Satisfaction Survey 02Employee Engagement Survey 03Product Evaluation Survey 04Work-Life Balance Survey 05Training Evaluation Form View All
        Welcome
        to sogolytics

        Related Resources

        How to Use Surveys From the Template Bank Live and On-Demand Trainings
      • User Guide
      • Video Library
      • Training
    •  
      • Webinars
      • Customer Stories
      • Survey Templates
      • Blog
      • Latest Release
  • Sign Up Free Sign Up Free
  • Request a Demo Request a Demo
Sogolytics Blog Sogolytics Blog Sogolytics Blog Sogolytics Blog
Sogolytics Blog Sogolytics Blog
  • Products
    •  
        • Online Survey Tool (DIY)
        • Enterprise Feedback
        • Customer Experience
        • Employee Experience

          Security Automation & Integration Managed Services

        Create professional-looking surveys in minutes with our easy-to-use online survey maker. Enjoy plenty of advanced design, distribution, and analytics options to get the answers you need.

        Explore SogoSurvey
        Check out our easy-to-use online survey tool.
        Survey Design
        Build faster with intuitive survey creation options.
        Survey Distribution
        Publish, track delivery, and collect answers.
        Survey Participation
        Engage your audience to boost response rates.
        Reporting
        Turn results into reports you can share in minutes.
        Data Management
        Control your data in the format of your choice.
        All Features
        Explore our toolbox of powerful features.
        Pricing
        Explore our products and their prices in detail.
        About
        SogoSURVEY

        Related Resources

        Create your First Survey Project Getting Started With Sogolytics – Live Training Bank of Ready-to-Launch Survey Templates

        Meet the most secure and collaborative feedback management and assessment platform on the market, featuring sophisticated analytics and powerful automation and integrations.

        Explore SogoCore
        Step up with our advanced survey solution.
        Take a Tour
        Our all-in-one platform simplifies project flows.
        Mobile App
        Get answers to go with the app that delivers.
        Poll Maker
        Learn how our quick polls make decisions easy.
        Form Builder
        Simplify workflows with quick forms and alerts.
        Assessment
        From quizzes to audits, scores deliver more.
        Pricing
        Explore our products and their prices in detail.
        About
        SogoCORE

        Related Resources

        15 Must-Know Features to Boost Survey Response Rates Build Custom Reports in Minutes – Live Training Bank of Ready-to-Launch Survey Templates

        Improve customer satisfaction and loyalty with the platform that helps you map and monitor key metrics across the customer journey, turning data into insights and action plans.

        Explore SogoCX
        Meet our complete customer experience platform.
        Omnichannel Experience
        Deliver consistently across channels.
        Voice of Customer
        Build understanding through deep listening.
        Customer Journey
        Find and fix friction points for smooth sailing.
        Customer Analytics
        Turn metrics, drivers, and NLP into insights
        Alerts & Action Plans
        React quickly and plan strategically.
        Net Promoter Score (NPS)
        Deepen brand loyalty to improve customer retention.
        Pricing
        Explore our products and their prices in detail.
        About
        SogoCX

        Related Resources

        Top Customer Experience Trends That Emerged in 2023 Your Ultimate Guide to Customer Satisfaction eBook: What Remarkable CX Leaders Do Differently

        Understand, engage, and prioritize your people with the platform that streamlines employee experience management so you can focus on the folks who make your workplace work.

        Explore SogoEX
        Learn about our employee experience platform.
        Employee Engagement
        Uncover the drivers that impact employees most.
        Employee Pulse
        Easily track employee sentiment across time.
        HR Analytics
        Drill down on metrics and open-ended feedback.
        Employee Journey
        Mind the gaps to ensure a consistent employee experience.
        Employee 360 Feedback
        Get the full picture with this powerful multi-view study.
        Candidate Experience
        Improve the experiences of your potential employees, too!
        Employee Wellbeing
        Build a healthier balance to sustain a thriving workplace.
        Performance Management
        Ensure your reviews empower learning and growth.
        Company Culture
        Curate a workplace that really works for you and your team.
        Digital EX
        Streamline digital experiences to keep things moving.
        Pricing
        Explore our products and their prices in detail.
        About
        SogoEX

        Related Resources

        What Employee Experience Leaders Got Right in 2023 Rethink Employee Engagement: How to Fix What’s Broken Treating Employees As Your Most Important Customers
      • Online Survey Tool (DIY)
        • Online Survey Tool (DIY)
        • Survey Design
        • Survey Distribution
        • Survey Participation
        • Reporting
        • Data Management
        • All Features
      • Enterprise Feedback
        • Enterprise Feedback
        • Take a Tour
        • Mobile App
        • Poll Maker
        • Form Builder
        • Assessment
      • Customer Experience
        • Customer Experience Overview
        • Omnichannel Experience
        • Voice of Customer
        • Customer Analytics
        • Ticketing
        • Customer Journey
        • Alerts and Action
        • Net Promoter Score (NPS)
      • Employee Experience
        • Employee Experience Overview
        • Employee Engagement
        • Employee Pulse
        • HR Analytics
        • Employee Journey
        • Employee 360 Feedback
        • Candidate Experience
        • Employee Wellbeing
        • Performance Management
        • Company Culture
        • Digital EX
      • Help Desk Ticketing
        • Help Desk Ticketing
        • Features
        • Closing the Loop
        • Use Cases
    •  
      • Security
      • Automation and Integration 
      • Managed Services
      • Survey Templates
  • Solutions
    • Solutions By Function
        • Function
        • Industry

          Security Automation & Integration Managed Services
        Solutions
        Banks Credit Unions ConsultingFitnessHealthcare
        Higher EducationHospitality Human Resources K12Technology
        See all Solutions
        Case Study
        T3 Expo + Sogolytics
        Read more

        Related Resources

        On-Demand Webinar Library Survey Template Bank
        Solutions
        By Industry

        Quick: What’s that industry in which everyone’s trying to improve customer and employee experiences? Oh, right — that’s every industry! Working to provide better experiences for everyone? There’s a good chance we can help.

        01Credit Union 02Healthcare 03Travel & Hospitality 04Higher Education 05Non-Profit 06B2C 07Airlines 08Manufacturing
        09Financial Services 10Government 11K12 12B2B 13Technology 14Retail 15Automotive 16Fitness
        Case Study
        VPFW + Sogolytics
        Read more

        Related Resources

        On-Demand Webinar Library Survey Template Bank
    • Banks
    • Credit Unions
    • Consulting
    • Fitness
    • Healthcare
    • Higher Education
    • Hospitality
    • Human Resources
    • K12
    • Technology
    • See all solutions
    • Solutions By Industry
        • Credit Union
        • Financial Services
        • Healthcare
        • Government
        • Travel & Hospitality
        • K12
        • Higher Education
        • B2B
        • Non-Profit
        • Technology
        • B2C
        • Retail
        • Airlines
        • Automotive
        • Manufacturing
        • Fitness
    •  
      • Security

        Our top-tier certifications and practices ensure your data privacy and security every step of the way.

      • Automation and Integration 
      • Managed Services
      • Survey Templates

        Professionally designed questionnaires for a wide range of projects allow you to go live in no time.

    •  
      • Customized Success

        Our powerful, flexible solutions serve clients across industries and around the world. Their success is our success.

      • See Case Studies
  • Pricing
  • Customers
  • Company
  • Resources
    •  
        • User Guide
        • Video Library
        • Training
        • Webinars
        • Customer Stories
        • Survey Templates

          Blog Latest Releases
        User Guide

        From how-to to best practices, we’re here for you! Follow along with step-by-step instructions, check out helpful videos, and then dive into the platform and put your learning to work.

        Project type 01Project Basics 02CX Project 03EX Project 04SogoConnect 05Assessments 06Polls
        topic 01Integrations & API 02Billing 03Question Types 04Distribution Methods 05Project Analysis 06Security 07FAQs View All topics
        Welcome
        to sogolytics

        Related Resources

        Create Your First Survey Project Getting Started With Sogolytics – Live Training How to Boost Survey Response Rates – Live Training
        Video Library

        Just as we’re always updating our products, we’re always updating our video resources that help to guide you! Start with the full tour or explore as you go with step-by-step tutorials.

        01Survey Design 02Survey Distribution 03Survey Reports & Data 04Take a Tour
        Welcome
        to sogolytics

        Related Resources

        Create Your First Survey Project Getting Started With Sogolytics – Live Training How to Boost Survey Response Rates – Live Training
        Training

        Whether you’re a design pro, research expert, or newbie to the wide world of surveys, feedback, and experience management, our team is ready to help! Watch and learn or join a live training.

        01Getting started with sogolytics 02Boost survey response rates 03Build custom reports in minutes 04Assessments: a total overview 05Best practices: design 06A deeper dive: advanced options 07What’s New?
        Welcome
        to sogolytics

        Related Resources

        Create Your First Survey Project Common Survey Design Pitfalls (And How to Avoid Them!) Better Reports: Put Omni to Work For You!
        Webinars

        From thought leadership to feedback and experience management best practices, our webinars deliver insights to move you forward. Join us live or check out our on-demand library.

        on-Demand 01SOS Workshop: How to Spot and Correct Survey Mistakes 02How to Effectively Measure Customer Experience and Prove ROI 03Managing Change in the Era of Employee Experience 04L&D Strategies Gone Wrong: Delivering Better Training 05Fueling Customer Confidence & Trust: Critical Data Security Practices View All
        Welcome
        to sogolytics

        Related Resources

        Join Us: SogoX Business Leadership Forum #FavoriteThings: A Recap of 2023’s Favorite Features
        Customer Stories

        Our favorite stories are those our clients tell us about how we’ve helped them to make better decisions and provide better experiences for their most important stakeholders.

        Most popular 01Archbright 02Virginia Physicians for women 03Trumbull county educational center 04All in credit union 05PD self View All
        Welcome
        to sogolytics

        Related Resources

        Join Us: SogoX Business Leadership Forum Live and On-Demand Trainings
        Survey Templates

        Looking for inspiration? Our survey template bank comes fully loaded with a wide range of ready-to-use questionnaires to get you started! Customize, polish, and publish!

        Most popular 01Customer Satisfaction Survey 02Employee Engagement Survey 03Product Evaluation Survey 04Work-Life Balance Survey 05Training Evaluation Form View All
        Welcome
        to sogolytics

        Related Resources

        How to Use Surveys From the Template Bank Live and On-Demand Trainings
      • User Guide
      • Video Library
      • Training
    •  
      • Webinars
      • Customer Stories
      • Survey Templates
      • Blog
      • Latest Release
  • Sign Up Free Sign Up Free
  • Request a Demo Request a Demo
Last updated on: Oct 03, 2023

How Leadership Can Foster a Holistic View of CX

by LeTeisha Newton

Estimated Reading Time : 5 mins

Sogolytics · How Leadership Can Foster a Holistic View of CX | Sogolytics BlogCast

Having a holistic view of the customer in customer experience  is essential for creating meaningful and effective interactions, building lasting relationships, and ultimately driving business success. It aligns business strategies with customer needs and helps organizations adapt and thrive in a rapidly changing market. It’s no wonder CX continues to be a differentiator for companies globally.

When it comes to the realm of CX, a comprehensive view can help for a few significant reasons. These include, but are not limited to:

  • Personalization and customization – A comprehensive understanding of the customers allows businesses to tailor their interactions, products, and services to meet the individual needs of their customers. This personalization serves to enhance customer satisfaction and loyalty as customers feel valued and understood.
  • Consistency and continuity – A holistic view enables consistent and seamless experiences across various touchpoints and interactions. This consistency is essential in building trust and preventing frustration that can arise from negative experiences.
  • Enhanced communications – Holistic customer insights enable businesses to communicate with customers using relevant and timely messages. This targeted communication improves customer engagement and fosters a deeper connection between the customer and the brand.
  • Customer-centric culture – A holistic view of CX encourages a customer-centric culture within a company. It reminds employees at all levels of the importance of the customer and encourages them to prioritize customer satisfaction in their roles.

In the previous blogs of our series, we explored the impact of leadership on customer experience (CX) and how effective leadership influences company culture, which, in turn, affects CX. In this third blog, we will focus on how leadership can foster a holistic view of CX within the organization.

leadership impacts customer experience and employee experience

Leaders define the company’s direction, culture, and approach to customer-centricity. They set their company’s vision and strategy as they bring X (experience) and O (operational) data together for CX excellence and success. While that’s a lot of responsibility to shoulder, it also means that they can create widespread change through their organization. In a time where US businesses lose $35.3B annually in customer churn caused by avoidable CX issues, such as fair treatment, the captain must guide the ship.

Let’s look at the pitfalls leaders will need to avoid when strategizing their approach to CX.

Negative effects of ineffective leadership on CX

Leadership can hinder a holistic view of CX when:

  • They are focused on short-term gains
    Leaders solely focused on short-term financial gains may overlook the long-term benefits of a customer-centric approach. This narrow focus can result in fragmented CX efforts that prioritize immediate returns over building lasting customer relationships.
  • They are stuck in silo mentality
    Leaders who encourage a siloed approach to CX can lead to disjointed customer interactions. When different departments operate in isolation, there is a lack of coordination, leading to inconsistencies in the customer journey.
  • They ignore employee feedback (or don’t solicit authentic feedback)
    When leadership dismisses or ignores employee feedback regarding customer pain points, it becomes challenging to address underlying issues in the CX strategy. This lack of employee involvement can hinder the development of a holistic CX perspective.

Positive effects of effective leadership on CX

Effective leadership can foster a holistic view of CX when:

  • They have a customer-centric vision
    Leaders who articulate a clear and compelling vision for a customer-centric organization set the stage for a holistic approach to CX. This vision aligns all stakeholders around a shared goal of delivering exceptional customer experiences. CX drives over two-thirds of customer loyalty, which represents more than brand and price combined, so focusing on a customer-centric vision is also focusing on profitable growth.
  • They encourage cross-functional collaboration
    Leaders who prioritize collaboration between departments encourage a holistic understanding of the customer journey. When teams work together, they gain valuable insights into how each touchpoint contributes to the overall customer experience.
  • They listen to customers and employees
    Leaders who actively seek feedback from both customers and employees gain valuable insights into pain points and opportunities for improvement. This feedback loop allows for continuous refinement of the CX strategy.

How leadership creates a holistic view within the company

Leadership can create a holistic view of CX within the company through several strategies:

  • Establishing CX metrics
    Leaders must define key performance indicators (KPIs) that measure CX across the entire customer journey. By tracking these metrics, leaders can identify areas for improvement and monitor progress toward customer-centric goals. Think of Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES), which are important customer analytics metrics you want to measure and track.
  • Customer journey mapping
    Leaders can encourage cross-functional teams to collaboratively map the customer journey. This exercise helps identify pain points and opportunities for improvement, leading to a more comprehensive understanding of CX.
  • Empowering customer-facing teams
    Leaders should empower customer-facing teams with the autonomy to make decisions that prioritize customer satisfaction. When employees feel empowered, they are more likely to take ownership of CX and find innovative solutions to customers’ challenges.

Implementing a holistic CX approach: An example

Let’s consider an example of a retail company that successfully implemented a holistic CX approach under effective leadership.

The CEO of Cool Shoes recognized the importance of CX in driving customer loyalty and revenue growth. She set a clear vision for the company to become known for outstanding customer experiences. To achieve this, the CEO appointed a Chief Customer Officer (CCO) who reported directly to her.

The CCO led a cross-functional team, including representatives from marketing, sales, operations, and customer support, to map the customer journey comprehensively. Through this exercise, the team identified pain points and opportunities to enhance the CX.

The leadership team recognized the value of employee feedback and actively sought input from frontline employees. They established regular “voice of the employee” sessions to understand employees’ challenges in delivering exceptional CX.

The CEO encouraged a culture of experimentation and learning from failures. The company implemented a customer feedback loop to collect real-time feedback and used this data to drive continuous improvement.

Over time, the company’s customer-centric culture led to higher customer satisfaction scores, increased customer retention, and positive word-of-mouth referrals. As a result, the company experienced significant revenue growth.

It’s a generic example, or is it? Sometimes doing things well is in the simpleness of the acts. Actively listening to people—customers and employees—and taking feedback to make improvements is not a difficult concept to agree with.

The implementation is often where we fail, but we can improve.

Luckily, you don’t have to do it alone! We’re experience management experts here at Sogolytics, and we’d be happy to help you implement proven CX strategies for greater success.

SHARE:
Categories
Customer Experience

Tags:

business strategycustomer engagementCustomer experiencecustomer feedbackcustomer journeyCX metricsemployee experienceemployee feedbackleadershippersonalizationstrategic planning
Write for Us
Everyone has a story — and many of us have lots of stories! Share your experience and expertise with our community as we all learn and grow together.
Learn More

Recent Posts

  • Inside the 2025 Civility Data: Risks, Rewards, and What Comes Next – Study Results April 29, 2025
  • What is NPS & How to Measure It? [Detailed Guide] April 25, 2025
  • Policymaking: Why Trade Associations Need Real-Time Public Sentiment Data April 18, 2025
  • Customer Effort Score & How to Measure It: The 2025 Guide April 9, 2025
  • Metrics that Matter: Candidate Experience Edition April 4, 2025
Love it when you know more?

Subscribe for tips and insights to drive better decisions!

completed tick icon
Thank you!
Your request has been successfully submitted.
GDPR_Seal Hipaa_Compliant AICPA_SOC ISO_Seal
TRUSTe

Download the app for free:

QUICK LINKS

  • Customer Experience (CX) Platform
  • Customer Feedback Management
  • Employee Experience (EX) Platform
  • Enterprise Survey Software
  • Online Survey Tool (DIY)
  • Create Online Survey
  • CXNavigator
  • Automation and Integration

COMPANY

  • About Us
  • Blog
  • Careers
  • Contact Us
  • Newsroom
  • Our Customers
  • Partnerships
  • Sitemap

RESOURCES

  • Getting Started
  • Help
  • Latest Releases
  • Managed Services
  • Survey Templates
  • Talk to an Expert
  • Training Videos
  • Webinars

CONTACT

2291 Wood Oak Drive
Suite 300 Herndon, VA 20171
+1 (800) 646-0520
support1@sogolytics.com
Copyright 2025 Sogolytics. All rights reserved.
  • Privacy Policy
  • Terms of Service
  • Anti-Spam Policy
  • Data & Security
SoGoSurvey – Online Survey Tool
This site uses cookies: Find out more.