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March 12, 2021

Transform Your Customer Experience With CMG

Read on to learn about our unique approach to CX Transformation, and what it creates for both your customers and your organization as a whole.
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Marketers and business leaders recognize that customer experience is a top priority — and a top challenge.

As a business hoping to improve customer experience, you may think the only change should be the face of the company. But being truly customer-focused requires a transformation that is more than skin deep. At CMG, we know how to create Customer Experience optimizations that have a real impact on the success of your business.

CMG does not settle for legacy methods of infusing customer focus from an external perspective - that alone will fall short in today’s market. We can help you empower your employees and implement a comprehensive CX-DNA transformation to know your audience, communicate with precision, and truly engage. This is possible through our systematic approach to ensure that you can activate the right CX-solution for the right employees at the right time. In short, we can help you change your customer experience from within.

So...what do we mean by 'from within'?

Customer Experience Transformation Starts With Your Employees.

Why fixate on the surface of customer experience when you can infuse CX with your employees before even reaching your customers? At CMG, we truly believe being customer-focused requires a change that is more than skin deep — it requires a transformation of the very DNA of a company. Consulting with us means you’re taking customer experience seriously at a cultural level.

How do we incorporate a comprehensive, employee-driven plunge into CX-DNA transformation?

1. We evaluate how personality and differing job roles convey influence.

Knowing your audience is crucial. The downfall of many CX activations is the top-down approach to delivering message. This method fails to involve all employee roles, personalities, and subcultures — which are crucial in their own ways.

CMG doesn’t deliver singular messages void of personal relevance and true cultural identity. We recognize and utilize the value of each role and personality. Why? Because in today’s ever-changing market, personality is more important than ever.

2. We communicate with precision.

It’s true that many companies are beginning to hone the skill of personalization, but successful companies take personalization beyond the surface. Communicating with precision is two-fold: You have to analyze your internal audience for its level of influence and be able to convey messages with programs that are helpful, meaningful, and relevant to each person’s particular role in CX.

CMG has worked with its clients to activate customer experience throughout all levels of their firms, which requires a nuanced, layered approach. We can help you do the same, maximizing influence of corporate leadership and what we call “”CX Change Agents”” to affect awareness, engagement, and deployment.

3. We engage beyond communication.

To deliver a truly exceptional customer experience, you have to go beyond basic communication or recruiting efforts. A new CX DNA needs to be continually infused into company culture to enhance the delivery of high performance and continuous improvement in CX at all levels.

Until you’ve examined every aspect of your company for customer impact, you can’t diagnose an illness or measure your health. Carry out your company’s new CX focus with CMG. We exist to convert possibility into awareness and understanding into results.

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