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.

the b2b report