Why Your SMB Needs to Focus on CX, Too

Featured on the Oracle Blog, Smarter CX.

By Liz Alton, Writer, on June 22, 2018

Having a great customer experience (CX) isn’t just for big brands. When a small- or medium-sized business (SMB) creates a CX roadmap, they differentiate themselves from the competition and win customer loyalty. However, an SMB faces unique challenges and opportunities when designing their CX.

“CX is a giant. It’s like the Grand Canyon. CX is the end-to-end customer experience and enterprises are tackling it from an internal culture, client advocacy, and employee advocacy. It’s a huge universe that SMBs can absolutely participate in by getting clear on which piece of it they can be an expert in,” advised Kerri Konik, CX expert and leader of the InspireFire agency, in an interview for this article…..

Kerri Konik is a seasoned brand strategist and leading expert in igniting emotional connection and optimizing customer experience to drive business growth. She is a consultant, advisor and speaker on catalyzing the emotional bonds between customers, brands, and leaders to increase value, progress, and accelerate the speed of change, growth and desired impact. An entrepreneur at heart, Kerri has launched five businesses, and is the CEO of InspireFire, a women-owned brand strategy and marketing consultancy based in Philadelphia.