5 reasons CX is the heart and soul of a successful brand

In a crowded market, customer experience is the key to making your brand a success. So is it time you reconsidered your CX?

5 reasons CX is the heart and soul of a successful brand

5 reasons CX is the heart and soul of a successful brand

Blog

Words by 5CA
Reading time 4 min

Mankind is made up of ages formed around their standout tech. From fire and the internet to sliced bread, our history is full of pioneering ideas that alter the future.

Where the stone and iron ages shaped our past, we’re now in the most influential one yet: the age of information.

We’re in the fourth industrial revolution, also known as Industry 4.0: an age of technology and human development set around an evolution of communication.

We aren’t just inventing new things, we’re using them to connect with others, wherever they live.

For 5CA, industry 4.0 is exciting and inspiring. And this global digital connection is totally in line with our purpose: to make CX great for people.

Why is customer experience so important?

Think about the last positive experience you had with a brand and how it made you feel.

Whenever we have good experiences with a brand, we’re more inclined to give them our money and recommend the brand. But these days, customers are more connected than ever.

They can share good – and bad – experiences not only with friends but on social media. And if a bad experience goes viral, there’ll be a lot of cleaning up to do.

Whatever business you’re in, your customers drive your success. So, you want to treat them as best you can — with customer experience to remember.

The 5CA approach to great CX

Since we’ve been in the CX game for over two decades, we have no qualms saying we know how to create superior CX.

One of the reasons we can is because we developed our core values around people. These function as reasons CX is at the heart of a brand: ours and yours.

1. We cherish our customers

Giving people respect is crucial for great CX. From day one, we’ve cherished everyone who works at 5CA.

We love our clients and their customers.

Without our clients, we wouldn’t be where we are or who we are. So, being client-centric is at the core of our strategy.

It pays to put customers first in a time so interconnected you can reach the other side of the world in a second.

2. We challenge the status quo

From the beginning, we’ve been non-conformists in our thinking. We don’t shun the traditional but take advantage of the latest cutting-edge tools and data insights.

If every CX business operated the same way, the industry would stagnate.

We’re on the precipice of a massive change in how people live, work, and communicate. By challenging the norm, we can change the course of customer experience for the better.

3. We celebrate our talent

There are 7.7 billion people on the planet. The idea that one-size-fits-all in CX makes no sense. 

To promote great CX, people need to feel comfortable being themselves. Letting our agents be themselves enables them to deliver the best customer support. 

Seeing the world move further towards celebrating diversity excites us. And it’s something every company should embrace — especially in the CX industry.

Industry 4.0 is all about people and forging human connections. So, the best CX is a person being their magical self, helping others be their magical selves.

4. We commit to quality

Quality doesn’t come automatically: it’s often overlooked or thought about too much.

If you have the right people, quality comes easily. Passionate people have quality advice, which is why passion is at the heart of our talent acquisition strategy. Our people know their stuff and want to share.

Everything our agents do is fuelled by passion.

CX included. We know it’s possible to deliver quality CX thanks to our passionate people: our Fans of Brands.

5. We chase adventure

Adventure is about having curious minds and open hearts and being ready to tackle whatever comes our way.

Customer experience is ever-changing. To keep up with it, you need to be flexible and adaptable. Sometimes, you even need to be the one to take the first steps toward something new.

Our desire for adventure is supercharged by the diversity of our global community. And our community works tirelessly to improve customer experience as a whole.

CX is the lifeforce of any successful brand — so, why wait?

CX is in the DNA of 5CA.

You can have all the chatbots in the world, but they’ll never come close to authentic human connection.

Yes, tech enables it. Yes, it also augments. But it’s the humans using it who create the WOW moments in the customer journey and convey the heart and soul of your brand.

At 5CA, we pride ourselves on making a difference in CX.

By helping companies bring people, processes, technology, and insights together, we help them put CX in their DNA, too.

5CA

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