Does “LX” Drive CX?

In a recent article published by strategy-business.com, some excellent perspective on leadership’s role in driving the customer experience (CX) as well as the employee experience.

In one of the examples given, a “lack of connection between the company’s formal leaders (those with the highest-ranking positions) and their employees and customers” was cited as a problem in need of a solution.

The article goes on to stress the impact leadership has on organizational culture and on how the workforce views the organization as well as how people treat customers as well as one another.

“A well-designed leadership experience (LX) — oriented not just to solving issues of strategy and execution, but to addressing the leaders’ own collective development — can be linked to employee experience (EX) and customer experience (CX) in a way that fosters a healthy, productive, emotionally driven commitment among all three groups: leaders, employees, and customers,” the article states. “This, in turn, can forge a stronger identity for the company and set it up for success…”

Possibly Thomas Watson summed it up nicely when he said, ” “Nothing so conclusively proves a man’s ability to lead others, as what he does from day to day to lead himself.”

Read the full article…

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