💰 CX Value Multipliers

Hi there,

What’s great about snowballs in CX?

CX value snowball examples:

• UX spirals to word-of-mouth revenue.

• DX spirals to revenue volume.

• CS spirals to retention revenue.

• Personalization spirals to ongoing revenue.

It’s wonderful and we all love it!

Are Today’s CX Snowballs Big Enough?

This July 2025 Trust webinar explains current changes underway for customers in 15 countries: (online report)

This June 2025 Losing Loyalty webinar explains what’s happening aside from tariffs. (YouTube video)

Customer behaviors are changing:
See recent NBC Today Show news stories:
— Sneakflation changes habits
— Thrifting cuts retailers’ revenue
— Generic brands gaining popularity 

These trends weren’t just caused by tarrifs. Companies have felt forced to raise prices due to rising costs to serve customers, lost productivity from quiet quitting, and other factors from CX mis-alignment.

Layoffs erase a lot of CX progress:
— 22% of Intel: 21K people, Microsoft: 9K people
— Bosch: 1.1K people, Nissan: 11K people, Telefonica: 4K people, Audi 7.5K people, Siemens 5.6K people, DHL: 8K people, Chevron: 8K people, Estee Lauder: 7K people, BP: 4.7K people, Meta: 3.6K people, …

CX professionals’ posts with most comments on LinkedIn (besides selfies) this year are about what’s broken. These examples are echoed by many more great discussions on these same topics:

• CX Value
  —VoC/NPS 169 comments, 27 reposts.
  —CX P&L 128 comments, 64 reposts.

• CX Role
  —Who owns what 109 comments, 13 reposts.
  —Walking the talk 103 comments, 6 reposts.
  —Disconnected from VoC 85 comments, 13 reposts.
  —Siloed CXM 79 comments, 9 reposts.
  —CX Buzzword 78 comments, 36 reposts.

CXM needs to make a much bigger snowball!

We Can Multiply Today’s CX Snowball

Everything in today’s CX snowball can be multiplied for exponential results.

Customer Value Management is the multiplier concept:

What’s different in the definition above?

• Maximize value TO customers.

• It’s a business strategy.

UX, DX, CS, CRM, Hyper-Personaliztion, and so on are like the tail trying to wag the dog. The tail will always follow the dog.

Good news! CXM can permeate the entire dog. This removes silos mentioned in the section above: rising prices and costs, sinking trust and loyalty, layoffs erasing CX progress, and so on.

What are your next-level CX snowballs?

• Use VoC to inspire growth of all kinds.

• Use VoC to guide cost containment.

• Use VoC to unify mindsets and actions.

Make CX the dog wagging the tail. Using VoC this way, you’re making an exponentially bigger snowball: by engaging everyone to prevent bad CX.

That snowballs to better EX, less chaos, less cost, more budget available for growth, more creativity, more trust, longer CXM tenure, more stability, stronger economy, a better world for our children.

Have you read Keysight’s case study?

Within 5 years, Keysight snowballed CX value:
+ 4X market capitalization.
+ 50% shorter productization, from 3 years to 18 months.
+ 11 acquisitions over the past 5 years.
+ 500% total shareholder return, outpacing the S&P 500.
+ Forbes America’s Best Employers for Diversity.
+ Dow Jones Sustainability Index North America (6th consecutive year).
+ 92% of employees recommend Keysight as a great place to work.
Keysight made CX the dog wagging the tail! 

Starting Next Week!