20 Ways To Celebrate CX Day & Keep Momentum Going

20 Ways To Celebrate CX Day & Keep Momentum Going

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.

Stacy Sherman Advice About DoingCXRight and Customer Experience Best Practices

Celebrate CX Day To Enhance Your Company Culture

CX Day, spearheaded by the CXPA organization is a real day. I didn’t make it up. CX Day, typically celebrated in October each year, 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.

20 Actionable Tips To Celebrate CX Day & Keep The Momentum Going:

  1. 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.
  2. Recognize employees when customers mention their names in surveys, social media, and other sources of feedback.
  3. Distribute a CEO video email message thanking employees for creating passionate promoters.
  4. Send customer thank you notes and token gifts of appreciation.
  5. 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.
  6. Enable people to recognize each other. Gamify experiences. Tie prizes to customer value.
  7. Buy lunch for people resolving customer issues daily, i.e., call center reps.
  8. Offer a bonus or day off to those who routinely demonstrate customer excellence.
  9. Offer CX swag, like banners, balloons, stickers, buttons, shirts.
  10. 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)
  11. Post photos of activities on the intranet & social media channels for the world to see.
  12. Host “thank you” events for your customers. Showing appreciation goes a long way.
  13. 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.
  14. Highlight CX examples at meetings and have employees talk about best practices. Employees want to hear from their peers more than Headquarters staff.
  15. Lead a contest that involves both customers and employees.
  16. 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.
  17. Hang posters throughout company locations and employee offices. The more people see reminders about delighting customers, the higher likelihood they are to take action.
  18. Plan activities with different departments in your organization—leverage CX Day as a way to strengthen internal relationships and break traditional silos.
  19. Use the day for branding opportunities. Partner with your marketing / PR team to design assets highlighting admiration for customers.
  20. Use hashtag #CXDay on social media to help everyone find and amplify your involvement. Post before, during, and after CX Day.
Stacy Sherman Leads CX Day at Schindler Elevator Corporation

The Power Of Intention

I brought the idea of celebrating CX Day to my workplace, Schindler Elevator Corp, in 2019. It turned out to be bigger than I ever imagined, which we’re be doing even more in 2020 and beyond. My point of sharing is that 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!

Check out the below video produced by my co-workers that captures how we celebrated and engaged employees across the organization across five continents. Turn on your volume to hear the song as it says so much!

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:

Everyone owns the customer experience, not just an individual or department. CX starts with YOU!

How To Build A Customer-Centric Culture Though Employee Appreciation (10 Tips)

How To Build A Customer-Centric Culture Though Employee Appreciation (10 Tips)

It’s no secret that happy employees yield better business results. There’s a lot of research indicating customer satisfaction and loyalty rises when employees enjoy their jobs and workplace. They go hand-in-hand. As leadership expert Simon Sinek says, “Customers will never love a company until the employees love it first. I agree, and also know that creating a great company culture does not happen automatically or overnight. It requires intentional design and ongoing focus. As Thanksgiving approaches, take time out to show gratitude at work (not just in your personal life). Walk the talk and keep the momentum going.  

10 Authentic Ways To Thank Employees:

  1. Send hand-written thank-you notes. Recognize employees for delighting customers.
  2. Send newsletters to each department. Personalize messages. No “cookie-cutter” approach.
  3. Invite teams to an Executive meal based on NPS scores and positive customer feedback.
  4. Publicize awesome work. Brag about individuals & teams on the company website.
  5. Enable people to recognize each other. Gamify experiences. Tie prizes to customer value.
  6. Send cake and balloons to top-performing sales offices and those with Y/Y improvements.
  7. Buy lunch for people resolving customer issues daily i.e. call center reps.  
  8. Create a CEO video message thanking employees for creating customer promoters.
  9. Offer a bonus or day off to those who routinely demonstrate customer excellence.
  10. Feed employees and show up. My employer, Schindler Elevator Corporation, demonstrated this perfectly. Company Executives literally served happiness at employee Thanksgiving lunch in the cafeteria. (See my Linkedin for photos)

culture starts with you! appreciate employees at all levels

“69% of employees work harder when they feel appreciated. 79% feel motivated when recognized.” (Work.com). See more statistics in the infographic below. Given the facts, why don’t Executives and Managers thank their employees more frequently? One study reveals that “51% of workers are recognized once a quarter.” I’ve been in organizations where it’s more like once per year. I’m challenging everyone to change that. Culture starts at the top but requires bottom-up actions too.

Doing CX Right Reminders:

  • 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’re not appreciating employees throughout the year, your competitors will. They’re searching for great talent.
  • Don’t overthink it. Thank employees everywhere i.e. meetings, cafeteria, parking lot.
  • Be empathetic and sincere. Employees know when managers are “checking a box.”
  • Get more ideas from my other article: 14 Ways To Celebrate CX Day

Employee Satisfaction and DoingCXRight

Source: Ashley Johnson

 

How do YOU build a customer-centric culture? Please comment below and join conversations on my Twitter, Instagram and LinkedIn pages. Let’s keep the conversations going to humanize experiences and maximize happiness everywhere.

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Appreciating Employees and Why It Matters

Source: Salesforce

If you like this article, read more about driving Customer-Centric Cultures and Employee Engagement. 

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14 Effective Ways To Celebrate CX Day (and beyond)

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Have you heard about Customer Experience / CX Day? It is a real day. I did not make it up. I am passionate about people celebrating everywhere because as my friend Stan Phelps explains in Forbes, “happy loyal customers do not happen without happy engaged employees.” Consequently, I have been leading CX Day festivities over the years and highly recommend you do too. Continue Reading →