2024 is in the rearview mirror, but its lessons are your compass for 2025. Disengaged employees, siloed teams, and fleeting customer satisfaction held many businesses back last year, but they also revealed clear opportunities for growth.
In this special Doing CX Right episode, Stacy Sherman revisits standout moments and key takeaways from last year’s top guests. Discover what worked and what didn’t and how to implement strategies that inspire employees, foster collaboration, and strengthen customer relationships.
Packed with actionable advice and practical insights, this recap will help you create a winning CX strategy for 2025.
Listen To 8 Customer Experience Lessons on the Doing CX Right Podcast.
Customer Experience Lesson 1:
Building Connections Is More Important Than Making Corrections
Too often, businesses focus on fixing issues while neglecting to build meaningful connections. When customers feel like case numbers instead of people, trust erodes, and loyalty disappears.
As Seth Godin says, “Empathy is where we begin.” But empathy isn’t just about being kind—it’s about understanding your customers on a deeper level. Daniel Goleman identifies three types of empathy we must master (learn more on Doing CX Right® podcast ep.155)
- Cognitive Empathy: Understanding how others think.
- Emotional Empathy: Feeling what others feel.
- Empathic Concern: Anticipating and addressing what others need.
How to Make Empathy Your Superpower:
- Start every customer interaction by listening first.
- Focus on nurturing existing customers, not just acquiring new ones.
- Audit your touchpoints to identify opportunities to build stronger emotional connections.
- Deliver consistent delight, turning customers into advocates.
Consistency builds trust, and trust strengthens loyalty.
Customer Experience Lesson 2:
People Power Business
Technology and strategy are essential, but without the right people, they’re meaningless. As David Meerman Scott said, “Doing CX right is about bringing humanity to business.” Similarly, Brian Adams added, “People are the only competitive advantage left in business.”
However, disengaged employees can derail even the best CX plans. Andy Molinsky’s insight is crucial here: “Connections are built on similarities, not by avoiding differences.”
How to Empower Employees for Better CX:
- Integrate employee experience (EX) and customer experience (CX)—they are inseparable.
- Equip front-line employees with the tools and autonomy they need to solve problems decisively.
- Recognize and reward employees publicly to build trust and momentum.
- Foster decision-making freedom by initiatives like a “no-approval-needed” budget for customer resolutions.
Engaged and empowered employees deliver exceptional CX.
Customer Experience Lesson 3:
Satisfaction Isn’t Enough to Keep Loyal Customers
Satisfaction alone doesn’t build loyalty. Customers need to feel seen, heard, and valued.
Alex Genov summed it up perfectly: “Customers aren’t numbers. Treat them like numbers, and they’ll leave.” Mauro Porcini echoed this sentiment: “Start from the perspective of people, not consumers.”
How to Go Beyond Satisfaction:
- Map emotional high points in your customer journey and create moments of delight.
- Turn friction points into opportunities for connection and surprise.
- End every interaction with the question: “What else should we know to help you better?”
When companies embrace these practices, they not only retain customers but also earn their loyalty. CX isn’t just about making customers happy—it’s about creating sustainable growth and loyalty.
Want to know the remaining transformational customer experience lessons? Contact me for eBook.
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