Issue 6: CX for the 97%
Focusing on CX is one of the best strategies for businesses this year – SMBs included. It, at once, extricates your offering from the sensitive parameters like price, casting a spotlight on a larger cluster of values that you bring to the table instead.
Bootstrapped VoC programs, real-time support, empathetic service, and human touches: SMB leaders reveal the customer experience levers they’re pulling.
We caught up with Eli to learn more about his role, the advantage that great CX can give SMBs, and what founding his own company taught him about the value of feedback.
Omnichannel doesn’t have to cost the world, says Mukesh Mirchandani of Freshworks. Build a unified customer profile, listen to their preferences, and design a long-term roadmap.
Pair Eyewear’s CX head knows SMBs can’t match their enterprise rivals point for point. But with human-centric service, honest speed promises, and enhanced personalization, they can stand out.