Hidden Flaws in Most North Star Strategies
A North Star can be a powerful force for aligning customer experience across product, design, technology, and service around a shared customer vision. But as Britt Mills, Bridgenext’s Vice President of Customer Experience, explains in this destinationCRM feature, while many organizations invest time in crafting one, common missteps can undercut its value before it’s ever applied.
When a North Star doesn’t function as it should, the impact is immediate. Teams move in parallel rather than in sync. Investments compete rather than reinforce one another. Customer experiences feel uneven, even when individual initiatives are well executed.
This article explores how CX leaders can construct a North Star that teams can actually use – one that defines clear commitments, reinforces investment decisions, and drives measurable growth. With research showing that customer-obsessed companies achieve 41% faster revenue growth, the stakes are clear.
Read the full story here to understand how to build a North Star that powers performance.