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How does one become chief customer experience in Belgium?
We didn’t know exactly what a Chief Experience Officer was before the interview.
We assumed it was something to do with customer experience.
But from here to practicing this unknown art, it’s a long way!
Customer experience (CX) is the new battleground for today’s business leaders.
CX is everything related to a business that affects a customer’s perception and feelings about it.
CX is the sum of all the interactions that a customer has with an organisation over the life of the relationship with that company or with that brand.
And in today’s world it is all about having a omnichannel proposition that is aligned and is answering the promise that is given to the customer.
Therefore, digital transformation and storytelling are two of the key ingredients for a company that wants to make its way in a very competitive digital environment.
As we don’t go online but we live online.
“You have to be able to sell!”
Whether you are a freelancer, a start-up or a large corporation, there is one principle you should never lose sight of: the importance of sales.
Sales play a key role in the building of loyalty and trust between a customer and a business.
Seth calls it smarcom, where sales, marketing and communication come together to build that loyalty and trust.
All too often, even brilliant ideas stop when facing a lack of cash flow.
The problem is less trivial than it may seem: the problem is not necessarily the competition, the price or the product/service itself.
Instead, according to Seth, it is a question of purpose, storytelling and the right value proposition.
Seth quotes Philip Kotler, one of the fathers of marketing:
“The sales department isn’t the whole company, but the whole company better be the sales department.”
Seth went on with another quote of Kotler: authentic marketing is not the art of selling what you make. It is rather knowing what to make as “the art of marketing is the art of brand building. If you are not a brand, you are a commodity. Then price is everything and the low-cost producer is the only winner.”
Do you need a great customer experience specialist in Belgium?
Currently based in Brussels, after living in more than 22 different countries and a few continents around the world, Seth works as CX consultant in different sectors, such as banking, automotive, FMCG, Retail, Insurance, agencies and industrial sector.
Besides this is Seth also a leadership coach and communication trainer and you can contact him on Linkedin.