The CX Lead Newsletter

Hi friend,

This week I was chatting with a well-known CX pro. She advises enterprise clients around the world on how to improve their customer experiences. I asked if her clients had many big CX projects planned for the new year. Her answer surprised me.

They do, she said, but many are on the back burner. While most of her clients have plans for big-picture CX improvements, the fact is: they’re often kept too busy addressing immediate CX concerns to implement them. The root cause, she explained, is usually a misalignment between what the brand promises and what it actually delivers.

So at the start of a new year it seems a good time to step back and evaluate your brand’s promise to customers. Does your messaging support real-world CXs, or could it use a little refinement? Take a look at our lead article this week, and set yourself, your company and your customers up for success in 2024. 

How To Create An Aligned Brand Experience

The strongest brands look totally cohesive from a bird's eye view. Here's how to take a holistic view of your brand and bring all the pieces together.

New on The CX Lead

Our curated list of practical knowledge to help you hit the ground running.

How Does A Brand Promise Differ From A Slogan?

If you want to create a powerful SaaS brand, it’s time to understand the finer points of marketing and branding lingo. Read on for a breakdown (with examples) of brand promises versus slogans, and how each impacts customer experience.

Learn the difference →

The SaaS CX Leader’s Guide To Writing A Brand Promise

In an age marked by consumer cynicism, brand promises are vital for building trust and differentiation. Read on to learn how to craft a SaaS brand promise that aligns with customer needs so you can set your brand apart and foster lasting customer trust.

Build trust with a perfect brand promise →

10 Best Customer Experience Certification Programs

In the modern arena of customer experience, becoming a certified customer experience professional is a huge asset. It looks great on a resume and can teach you cutting-edge CX skills such as interpreting customer insights and social metrics, and how to develop new service initiatives.

Upgrade your CX skillset →

Best Customer Service Outsourcing Companies Of 2024

Using a customer service outsourcing company offers numerous benefits, including cost savings compared to in-house support teams, the ability to handle high call volumes or offer 24-hour customer service, and the flexibility to adapt to your changing business needs. 

Save cost with the best →

Join the Waitlist for The CX Community! 🔥

We're developing our programming to bring you the most value possible with this community, including 1:1 networking sessions, mentorship groups, access to industry Experts and more. But what I need to know from you, is what would you like to see in a CX Community? Reply to this email and let me know!

Join the Waitlist! →

And in case no one else told you today, thank you for everything you do.

Yours in CX,

Craig Borowski 
— Senior Editor | The CX Lead

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