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What my Favorite Hotel Taught Me About CX (Customer Experience)

If there’s a big difference between The Lenox and other high-end hotels it’s the experience you have while you’re there (CX). They’ve mastered the B2C experience that so many B2B companies fail to do today that costs them long-term revenue: The Customer Experience (CX).

The Lenox crushes CX. Downtown, Boston, MA

There’s plenty of high-end luxury spots and hotels in Boston to choose from.

Why The Lenox is my favorite spot…

Easy. They provide an unbelievable customer experience every time.

They knew we are expecting a little one and had a bottle of sparkling apple cider (no alcohol) and a Lenox Baby blanket with their gold logo lightly embroidered.

  • If there’s a clear difference between The Lenox and other high-end hotels. It’s the experience you have while you’re there …
  • You can tell delighting their guests and customers is rooted in their employee and company culture.

It’s because of the strong customer experience The Lenox delivers to their guests, that I’m happy to pay a premium to stay there.

They’ve mastered the B2C experience that so many B2B companies fail to do today that costs them long-term revenue.

As I like to say, churn can really hurt. Churn is the grim reaper of the SaaS Industry after all.

My point is that B2B companies who adopt this B2C mentality TODAY and root CX into their culture will be alive and well in 50 years…

The companies that don’t, won’t.

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Author: Aaron Cowell

I love helping B2B SaaS companies grow and scale for long-term sustainability. I believe: • How you scale matters. • Long-term and sustainable growth happens through mastery of customer experience. • SaaS companies are feeling the pressure to grow by any means necessary. • When B2B's are too focused on winning net-new business, it's to the detriment of their paying customers, loyal employees, and future prospects. My background / experience: • Closed over ~$1.25B in paid subscription revenue for B2B SaaS clients since 2010 (50,000+ deals and counting) • 9 years experience, in B2B Sales, SaaS Customer Success, Account Management, Biz Ops and Go-To-Market Strategy • Servitude: Over a decade in servant and global organizational leadership View all posts by Aaron Cowell

Author Aaron CowellPosted on December 11, 2018February 20, 2020Categories B2B SaaSTags B2B CX, B2B Leadership, B2B Retention, B2B SaaS, B2B Sales, B2B Sales Leadership, B2B Sales Strategy, B2B Strategy, Customer Experience, Customer Success, Enterprise SaaS, Go-To-Market-Strategy, SaaS Account Management

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