What makes customers and employees loyal to brands? Why do some companies thrive during challenging times while others go out of business? There are many answers to this question, but one that is common across all industries relates to company culture. How brands make people feel directly impacts short and long-term success.
Creating a customer-centric culture does not happen automatically or overnight. It requires an engaged workforce and an executive champion at the top who reinforces the importance of customer experiences. They must motivate employees and hold them accountable to put customers first.
The Power Of Intention
To increase employee engagement, I brought the idea of celebrating CX Day to my workplace, Schindler Elevator Corp, in 2019. I presented my plan and got Executive buy-in and budget to make my vision a reality. Taking time out for CX Day is a terrific way to drive awareness about the importance of customer experience and thank employees for their dedication to delighting customers. It is also an excellent time to publicize to customers about the actions you are taking to deliver best-in-class experiences all year long. That’s exactly what we did in a big way!
As you can see from the video, CX Day was a massive celebration across five continents. Despite a pandemic, we celebrated even more in 2020. Now, CX Day has turned into “CX Week” at Schindler and has officially become an annual tradition.
Press Play to Watch & Feel The Impact of our CX Day. Also, turn up your volume to hear the song as it says so much!
YOU can create anything you put your mind to. If you want a customer-centric culture, you can make it happen with the right team. It takes a village yet when you have the right support, MAGIC HAPPENS! It’s exactly what earned us wonderful recognition!
20 Ways To Elevate YOUR Company Culture & Keep CX Momentum Going
- Measure customer satisfaction and related metrics like Net Promoter (NPS) and celebrate positive scores. Send cake and balloons to top-performing sales offices and those with Y/Y improvements.
- Recognize employees when customers mention their names in surveys, social media, and other sources of feedback.
- Distribute a CEO video email message thanking employees for creating passionate promoters.
- Send customer thank you notes and token gifts of appreciation.
- Conduct fireside chats (informal yet structured discussion between a moderator and a guest.) It’s an excellent way to engage customers, and CX experts and provide relevant content that keeps people interested in your brand.
- Enable people to recognize each other. Gamify experiences. Tie prizes to customer value.
- Buy lunch for people resolving customer issues daily, i.e., call center reps.
- Offer a bonus or day off to those who routinely demonstrate customer excellence.
- Offer CX swag, like banners, balloons, stickers, buttons, shirts.
- Provide training – empathy, customer listening, closing the loop, design-thinking, journey mapping, and more. Certification is also valuable. (Learn more about my University experience & get a discount >here too)
- Post photos of activities on the intranet & social media channels for the world to see.
- Host “thank you” events for your customers. Showing appreciation goes a long way.
- Create a room in your office to share CX projects and progress, so everyone stays informed. For remote teams, leverage platforms for collaboration and knowledge sharing.
- Highlight CX examples at meetings and have employees talk about best practices. Employees want to hear from their peers more than Headquarters staff.
- Lead a contest that involves both customers and employees.
- Encourage employees to join webinars. Create your own or give them a list of online events as there are many offered, especially in October on CX Day.
- Hang posters throughout company locations and employee offices. The more people see reminders about delighting customers, the higher likelihood they are to take action.
- Plan activities with different departments in your organization—leverage CX Day as a way to strengthen internal relationships and break traditional silos.
- Use the day for branding opportunities. Partner with your marketing / PR team to design assets highlighting admiration for customers.
- Use hashtag #CXDay on social media to help everyone find and amplify your involvement. Post before, during, and after CX Day.
Final Words about CX Day & Leadership
- Small acts of kindness go a long way. “People may forget what you said or did, but never forget how you made them feel.” Maya Angelou
- Employees are your heroes. If they don’t feel important, your customers will feel it.
- Don’t wait for formal end of year reviews. If you do not appreciate employees throughout the year, your competitors will. They’re searching for exceptional talent.
- Don’t overthink it. Thank employees everywhere, i.e., meetings, cafeteria, parking lot.
- Be sincere. “96% of employees believe showing empathy is an important way of improving employee retention.” (Forbes)
Remember: Happy Employees = Happy Customers.
Consider the facts:
“Engaged teams generate 21% more profit than their disengaged counterparts. (Gallop))
“Employers who increase their workers’ engagement by just 10% can boost profits by $2,400 per employee every year.” (Recruit Loop)
When people are satisfied with their job, have good communication with their superiors, and their colleagues, and set clear goals, they are motivated to achieve great results. And they often do. According to Gallup’s engagement statistics, teams that work in companies that nurture a high-engagement culture reward those companies with higher productivity, better customer engagement, better employee retention, and a 21% increase in profitability.” (Gallop)
If you only take away one point, it would be this: