Aligning Customer Experience With Company Mission

Tough Talk Tuesday? If your company says Customer Success is strategic but still treats it like a support function, stop pretending. If your CS team is occupied mainly with “check-in” meetings and renewal prep instead of driving outcomes, stop pretending. If your leaders talk about trust and value but can’t show how CS moves the business forward, stop pretending. Customer Success is not a concierge desk. It is not a feel-good function. It is a growth engine. And it needs to be treated like one. That means: • CSMs who understand the customer’s business better than Sales or Product • Success plans tied to business outcomes, not playbooks • Metrics that reflect value delivered, not just effort made • A culture where CS earns its seat at the revenue table by showing up with data, direction, and urgency We are not here to smooth things over. We are here to move things forward. Five steps to start shifting from support to strategic: 🔢 1. Replace activity metrics with outcome metrics Track customer impact, not just engagement frequency and volume. Stop counting touchpoints and start measuring progress. 🔢 2. Know the customer’s business priorities by heart Treat every EBR and senior executive session like a board meeting. Tie your updates to what your customer’s CEO and CFO care about. 🔢 3. Stop asking “How can I help?” and start saying “Here is what we should do next.” Lead. Recommend. Own the play. 🔢 4. Align CS goals with company goals Revenue, retention, margin, influence - whatever matters to the business should matter to your CS team. 🔢 5. Tell the story of value loudly and often One story, once a week. Share a real example of customer success inside your company until others start doing it for you. The future of Customer Success belongs to those who stop waiting to be seen as strategic and start behaving like it. What is one move your CS team could make this week that shifts how you are seen? #CreatingTheFuture #CustomerSuccess #Leadership #Growth #ClientValue #DISQO

🔵 TIFOC Thursday: Time In Front of Customers At Amcor, we believe in TIFOC—because when you're in front of customers, you see the world differently. This week, I came across a powerful reminder of just how important it is to put the customer at the center of everything we do. Ben Goodey’s article, “How to Create a Customer-Centric Culture,” outlines five must-practice principles that every business should consider—and they all reinforce the idea that customer centricity isn’t a role or a department… it’s a mindset and an operating system. Here are a few highlights that stood out: ◾ Facilitate Customer Interactions: Want employees to make better decisions? Let them hear the customer’s voice directly. From Pret A Manger to Airbnb to B2B companies like Adobe, the best organizations create real-time exposure to customer experiences. ◾ Democratize Customer Insights: Customer feedback shouldn’t sit in a silo. When insights are easy to access, everyone—from product to finance to operations—can act with the customer in mind. ◾ Align KPIs with Customer Outcomes: If you want people to care about the customer, measure what matters. Companies like Revolut are doing this well—tying product success directly to the impact on support tickets and satisfaction. ◾ Prove the ROI of Customer Experience: Customer loyalty, retention, and revenue don’t happen by accident. The best teams connect CX metrics (like NPS and CSAT) to business outcomes and build strong business cases for customer-focused investments. ◾ Embed CX in the Org Structure If the customer isn’t at the table where decisions are made, you’re already behind. The most customer-centric organizations make sure CX has a voice in strategy, product, and growth discussions. Whether you're in Sales, R&D, Ops, Finance, or Marketing—TIFOC matters. When we engage with customers directly, we build empathy, uncover better solutions, and drive smarter, more sustainable growth. Big thank you to Ben Goodey for capturing the essence of customer-led business in such a thoughtful, practical way. Highly recommend giving it a read: https://lnkd.in/gwNrqi-C 🦞 Have a favorite video, article, or example that inspired you around customer centricity or time in front of customers? Drop it in the comments—I’d love to check it out. #TIFOC #CustomerCentricity #EmpathyInAction #CustomerExperience #VoiceOfCustomer #CXLeadership #AmcorCares #Leadership #GrowthMindset #TimeInFrontOfCustomers

Everyone talks about building a customer-centric culture, but how do you actually make it happen? After years of seeing what works (and what doesn’t), I’ve noticed even the best leaders hit the same roadblocks on their way to true customer centricity. The good news? Small shifts make a big difference. Here are three key barriers and ways to overcome them: 1. Being too focused on internal metrics. It’s natural to prioritize business goals, but if the customer isn’t top of mind, your decisions can drift off course. Consider every change from the customer’s perspective to keep your team aligned. 2. Not getting the whole team on board. Customer experience isn’t just a task for your support team—it’s a company-wide commitment. One thing I’ve learned is that when the whole team buys into that mindset, it changes how you operate. It’s up to leaders to make sure everyone understands how their role impacts the customer journey. 3. Collecting feedback but not acting on it. Feedback is a powerful tool, but only if it leads to action. I always encourage my team to see it as an opportunity to grow and improve—after all, it’s coming straight from the people we’re here to serve. Building a customer-centric culture takes focus, but the payoff is real. By keeping your team aligned and tackling these barriers, you’ll foster stronger relationships and lasting loyalty. 💪

How To Transfrom “Random Acts of Customer Experience” into Real Business Strategy. If you see win for a customer here. And then a great idea for CX there...but it's not aligned at your organization, you're not alone. We call these random acts of CX — well-intentioned efforts without a clear mission, strategy, or measurable success. They feel good in the moment. But without alignment, they often lead to frustration, not impact. Here’s a better way.👇 ✅ Start with your CX Mission Statement. This is your north star — a clear statement that defines why your organization is committed to customer experience. It should answer: 🔹 How do we show up for customers, no matter what? 🔹 What does our promise REALLY mean to customers? ✅ Define your CX Success Statement. Think of this as your team’s working definition of what success looks like — in measurable, specific terms. 🔹 What is the organizational impact of delivering on our CX promises? 🔹 How will we know it’s working? ✅ Pay attention to what’s already happening. You’re probably doing more than you think — but is it aligned? Ask these questions: Does this support our CX Mission? Can we measure its impact on customers and the business? Is it connected to a long-term strategy or just a quick fix? ✅ Build CX as a Discipline. This is how you stop reacting and start leading. Define success not just for your team, but across the organization. We use a CX Charter document to help define who, what, when, how. Not sure where to start? Check out our CXI Compass - 11 questions to help you know where to put in your CX efforts for the best results! #CustomerExperience #LIPostingDayApril #CX #Strategy