Did you know that 96% of highly aligned organizations report satisfied customers, while 30% of low-alignment organizations face customer dissatisfaction? (LSA Global)
In today’s post-pandemic world, customer centricity isn’t just important—it’s critical. But here’s the catch: all that valuable customer data means nothing if your organization isn’t aligned on how to use it.
Through my work with CPG giants, national fuel brands, and pharma leaders, I’ve identified a common challenge: internal misalignment. Whether it’s siloed departments or struggling franchisees, the root cause is often a disconnect between strategy and execution.
These experiences led to me developing what I like to call “The 4 A’s of CX Transformation” (I know, it’s catchy). This is a simple framework that addresses the core challenges businesses face when implementing a successful CX strategy.
- Awareness: Ensure every team member understands what the CX strategy is and what it means for their individual role
- Alignment: Break down the siloes and foster a culture of collaboration, from leadership to frontline staff, where everyone is aligned with the CX approach
- Adoption: Cultivate intrinsic motivation so employees actually believe in and internalize the CX strategy, make it something they want to be a part of
- Action: Empower data-driven, customer-centric decision-making across all initiatives so customer-first thinking becomes the new standard
This framework tackles core challenges in CX implementation, leading to:
- 15-20% increase in sales conversion rates
- 20-50% reduction in service costs
- 10-20% improvement in customer satisfaction
(McKinsey)
Highly aligned organizations are 72% more profitable than their low-alignment counterparts. (LSA Global) By using “The 4 A’s” framework, you can remove misalignment and bridge the gap between CX strategy and execution.