We are proud to announce the launch of our first annual Customer Experience (CX) survey. We hope you will take a moment to complete the survey and lend your voice to the future of experiential research, paving the path to future transformation.
Why are we doing this?
Surveys are much more than just a way to gather feedback—they're a strategic asset that can inform service strategy, improve customer retention, and elevate the overall brand experience. They fuel data-driven decision making and guide organizational priorities.
That is why we are taking the time to gather research on what customers, consumers, and guests want in today’s marketplace to help organizations thrive in this experience-based economy.
We believe in the power of the collective and that is why we are bringing industry leading expertise together with this brief survey to craft our first annual report on CX.
Understanding What Matters Most
Surveys lend voice to preferences. The insights gathered can reveal trends and preferences that might otherwise go unnoticed. This customer-centric thinking is a hallmark of great businesses and great leaders. By taking the time to ask customers what’s working—and what’s not—you can fine-tune your offerings, making sure that the experience you deliver aligns perfectly with their needs.
Customers love to feel valued, and surveys are an excellent way to engage them in meaningful conversations that foster loyalty.
Improving Accountability and Execution
Feedback collected through surveys doesn’t just help improve customer-facing operations, but it also drives accountability. It ensures that every team, from the front line to headquarters, stays aligned and focused on service improvement. When you respond to customer feedback in an intentional way, it ensures the team is continuously growing and not simply relying on assumptions or outdated practices.
Closing the Loop: Actionable Insights
As mentioned earlier, without action, surveys are meaningless. Gathering survey information is only half the battle. The real value comes from acting on that data, which is where organizations often fall short.
Customer feedback drives continuous improvement, enhances employee learning, and provides the metrics needed to measure success. From service recovery opportunities to celebrating team successes, surveys offer a roadmap to better serve customers every day.
This is why we plan to conduct this survey annually to watch the trends evolve as customer, consumer, and guest preferences change.
We hope you will join us and lend your voice to the conversation. We look forward to hearing from you and sharing the insights with you once you have completed the 2024 4xi CX Survey.
Tony Johnson
Chief Experience Officer in Residence
4xi Global Consulting
Meet Tony Johnson
Tony is the Chief Experience Officer (CXO) for 4xi Global Consulting and leader of the Evolving Experience practice. Tony is an internationally recognized thought leader and influencer in Customer and Employee Experience.
He hosts the wildly successful Customer Service Academy podcast and is the author of two books on leadership and CX.
Tony has worked with some of the top organizations across the globe, including 3M, Baylor Scott and White Health, University of Virginia, Siemens, SHRM, and many many more.
Tony is available to help your organization with:
Executive and leadership coaching
CX and EX strategy creation
Inspirational keynote talks
Fractional Chief Experience Officer
Fractional Chief Training + Development Officer
Evolving Experiences, a 4xi brand, focuses on Customer Experience (CX) and Employee Experience (EX) as growth engines. By creating fierce loyalty with both employees and customers, organization can differentiate themselves in an ever-changing and competitive marketplace.
Let’s talk about your employee experience, guest experience, fan experience, student experience, patient experience, or traveler experience to craft compelling moments that build lifelong loyalty.
4xi: Inspiring a brighter future, together.
4xi Global Consulting & Solutions is a team of talented leaders from both the client-side and service provider side, creating an impact on the Human Experience (HX) for people at work, in education, rest, and at leisure.
We believe in a people-first, experience-led philosophy; whether client, employee, or guest – their experience is the fundamental foundation of success.
We work with corporations, service providers, and innovators:
Strategic Advisory & Special Projects (SPx)
Headquarters Fractional Support On-Demand
Evolving Experiences© - Employee (EX) & Customer Experience (CX)
Design4Life©: Environmental, Physical, and Experiential Design
Global Amenities Strategy, Design & Operations
TRUE NORTH©: Strategic Partnership & Growth
Explorers Innovation Directory: Gateway to Innovation
Sustainability Simplified©: Supply Chain & Innovation
Market Research Reports & Benchmarking
4xi is proud to be Chair of WORKTECH Academy for North America and a member of its Leadership Advisory Board. 4xi is a Global Ambassador for WORKTECH Academy.
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