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October 3, 2023
Yes, Customer Experience is for more than just customers!
Even though the term 'customer experience' explicitly shouts it's all about the 'customers' experiences, this year's CX day (first Tuesday of October) theme emphasizes the connectivity of customer experience with the employees and organizations.
"Most brands are not spending enough time listening to and talking with their customers. This is always surprising to me because without customers, we don't have a business!", says Dan Gingiss, Chief Experience Officer at The Experience Maker, LLC in CX 102 CX Experts Report which contains the best customer experience tips from top leaders around the world.
So the idea is it's not just about serving customers with extraordinary experiences all the time; it's about creating a memorable experience that leaves everyone involved feeling happy and connected.
First off, let's not forget that customers are the driving force behind any successful business. They bring in revenue, provide feedback, and spread the word about great experiences. But here's the catch - it's not just about customers. Think about the employees who interact with customers daily. They're the face of the entire organization, and their happiness and engagement directly impact the customer experience. When employees are motivated, well-trained, and empowered, it radiates through their interactions, creating a positive vibe for both customers and the organization.
Now, imagine a seamless connection between employees and customers. Picture a scenario where employees truly understand their customers, their preferences, and their pain points. By fostering a culture of empathy, communication, and listening, organizations can bridge the gap between customers and employees. This connection goes beyond transactions - it becomes a relationship built on trust, honesty, and genuine care. When customers feel heard and understood, they become loyal advocates for the brand. On the other side, when employees feel heard and valued, they give their best at work and serve customers happily and patiently.
Lastly, let's not forget how organizations play a crucial role in shaping customer experiences. It's where everything begins: the vision, employees, different departments connected, and the customer experience. They set the tone, the values, and the standards that define the interactions between customers and employees.
When organizations prioritize the customer experience, they invest in continuous improvement, innovation, and creating an environment that nurtures employee growth. That’s how this holistic approach creates a virtuous cycle where happy employees lead to -> happy and satisfied customers -> which, in turn, leads to a thriving organization!
It's no cliché; every day is CX Day! It's a global celebration day, and moreover, important things deserve to be celebrated, even if it's not as glamorous as a celebrity birthday party. So, let's make some noise for CX!
Now, celebrating CX Day isn't about cutting a cake or partying (that would just be weird). It's about jazzing all your employees up and sharing the CX love with the world.
Here are some ideas to get the party started:
Bring in some CX experts or skilled CX professionals to share their wisdom, and let your employees strut their CX knowledge and customer experience management.
Show your customers some love by offering special discounts or giveaways. Think of it as a "thank you" gift on steroids.
Highlight those moments when your employees went superhero mode and saved the day for a customer. Share those stories on your company's social media or in a newsletter.
Get your employees learning and grooving with CX webinars and training sessions.
Encourage customers to share feedback and opinions through surveys or social media. It's like crowdsourcing the secrets to outstanding CX. Plus, you might uncover some useful golden nuggets to make your CX even more impressive.
Take the party online! Engage with your customers on social media, show them behind-the-scenes shenanigans, run contests, and host Q&A sessions.
Give props to your rockstar employees who kung-fu kick customer experience challenges to the curb. They deserve a standing ovation and maybe a cape too.
Deck out your workspace with CX-themed decorations. Not balloons and flowers. But those motivational posters will be good.
Join the global CX community online. Get involved in forums, participate in virtual events, and follow the #CXDay hashtag on social media to see how the world celebrates.
Share customer testimonials or mind-blowing case studies that showcase how your brand has changed lives.
Bring in a CX expert or influencer to drop some knowledge bombs on your team. It's like having a motivational speaker, but way cooler because they're all about that customer experience.
Write sizzling blog posts, create videos, or design captivating infographics about CX. Share them leading up to and during CX Day.
So, dear leaders, customer experience is not a one-dimensional concept. It's an intricate web connecting customers, employees, and organizations. By nurturing this connection, we can create an extraordinary experience that leaves a lasting impression. Let's strive for happy customers, engaged employees, and thriving organizations - the ultimate recipe for success!
So, Happy CX Day!
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