Customer Experience Tip by DoingCXRight

CX Example That Stands Out Above The Rest

I’m constantly focussed on new ways to maximize customer satisfaction (beyond price factors) and increase employee engagement. Whether I am at my day job or on vacation, my CX hat is on. I pay attention to everything, including how employees communicate with customers as well as how employees interact with one another. My recent trip was no different when visiting The Lodge At Woodloch with my family. I could write a book about my Woodloch experience, however, there’s a specific CX example that impressed me the most. Continue Reading →

Improving Customer Experiences Leveraging Social Media

5 Ways To Use Social Media To Improve Customer Experiences

Social Media is a proven, valuable tactic to increase brand awareness, product interest, and website traffic. Having managed social media campaigns for top brands over the years as well as leveraging social platforms for my blog, I can unequivocally say that social media marketing works. While the benefits of social media marketing may be common knowledge, some business leaders don’t realize and capitalize on social media as a useful source of “voice of customer” (VOC) data. Continue Reading →

customer experience culture

Why you need a defined culture to do CX right?

When designed and built correctly, customer experience expresses an organization’s brand. So, if your brand identity is playful and your copy has a witty voice, your space design is less formal.  In other words, your brand and marketing promises serve as a guiding light to your experience team. Similarly, organizational culture serves as a goalpost for the service side of customer experience.

What Role Does Culture Play in Customer Experience?

The texture of organizational culture is made of the behaviors and ways your employees communicate with customers. Without it as a guide, employees are left to their own devices. And the delivery of good customer experiences is left to luck. Without a defined culture, your employees tend to be more transactional. They do not create interactions that grow into relationships.

Think about it. If nobody tells you HOW to do something, you will think that the most important thing is just to get the thing done. The how is not even part of your thought process. The result of this is customer experiences that feel cold – experiences that do not make a connection with the customer.

Without that connection, there is no emotion. And without emotion, there is no memorable customer experience. You need to consider how you want your customers to feel when they interact with your brand. Now determine how you deliver those feelings.  You don’t! Your employees do.

Now, how do you make sure your employees deliver the right feelings? By making them feel the SAME feelings. That is culture! When your employees feel cared for, they care for your customers. When they feel integrity is nonnegotiable, they hold the highest moral standards. And when your organization has a defined culture, you trigger this positive domino effect that reaches employees and customers.

All Memorable Brands Have a Defined Culture

Organizational culture is the factory for the feelings you want your customers to have when they interact with your brand. It is not possible to do CX right without a defined culture in place. All memorable brands have defined cultures that are over-communicated to their employees and customers. Disney, JetBlue, Ritz Carlton, Zappos, and other hospitality-driven brands all have vibrant, recognizable cultures. So, if you want to join those brands and make your customers happy, you need to start by defining yours. Mission statements are not enough.

If your organization lacks a defined culture, it seeps into every department, at every level. Without a defined culture, there are no hiring standards for culture. When people are hired primarily for their hard skills, and culture is not part of the decision process, it is impossible to drive certain culture-connected behaviors. For example, if you have a defined culture and CARING is one of your values, then, as part of the hiring process, you assess how your candidate’s score against that.

If INNOVATION is one of your guiding principles, you look for risk takers and for people who are comfortable making decisions with limited information. If HR does not know what to hire for, there can be no active belief system in the organization.

The Culture Communication Problem

Last, but definitely not least, without defined culture your communications department risks demoralizing employees without knowing it. Culture shapes the language your organization uses to explain who and what you are, and how you want customers to feel. Note the difference between simple terms like “support center” and “headquarters,” or “staff” and “employees” vs. “team members” or “brand ambassadors.” Look more closely at terms like “agent” vs. “happiness engineer” or “concierge.”

A defined culture brings a vocabulary with it. Words matter. They are the tissue of culture and they need to be used with intent.

Unfortunately, like customer experience, culture is hard to implement in a sustainable way. The good news is we are here for that! If you aspire to build a brand that delivers exceptional customer experience, reach out to us. We will be happy to guide you through the maze of culture building!

*All opinions expressed on the DoingCXRight Blog and site pages are the authors’ alone and do not reflect the opinions of or imply the endorsement of employers or other organizations.

Avoid 10 Customer Experience Mistakes.

Are You Guilty Of 10 CX Mistakes?

10 Ways Companies & Employees Create Friction & How To Avoid CX Mistakes

Customer friction is a key factor in why people  abandon a website, leave a store without buying, disconnect from a monthly service plan, and the list goes on. In previous articles, I’ve written about the need to make the customer journey SIMPLE, EASY and PROBLEM-FREE. This includes the post-purchase return experience. Today, I’m pleased to share a guest post by Customer Service Expert & Author, Shep Hyken, who knows a lot about Customer Convenience. Continue Reading →

online live chat and customer experience examples

3 ACTIONABLE LESSONS in DoingCXRight

The new year has arrived. Holiday gift giving is officially over. Like other families, mine is enjoying their presents – especially the electronic ones. While purchasing new devices and setting them up has gone smoothly, obtaining help to address product questions has been easy in some cases and frustrating in others. No matter how much I love a product, if getting help requires a high level of effort, I often return the item and tell friends to shop elsewhere. Continue Reading →

WHY MOBILE IS A KEY FACTOR IN WINNING CUSTOMER EXPERIENCE

Why Mobile Is A Key Factor in Winning Customer Experience (infographic)

Customers have increasingly high expectations and demands for better shopping experiences. We just ended the holiday season, when purchasing is at its highest, but customers pay attention to their experiences and make buying decisions based on satisfaction all year round.

Easy access to products and services leveraging mobile apps us a key factor in that customer experience. The following statistics emphasize my point: Continue Reading →

returns and refunds impact customer purchasing decisions

Return Policies Have BIG Impact on #CX. Apply Best Practices‼️

Online shoppers often determine what stores to buy from based on their understanding of return requirements upfront. According to UPS consumer surveys, “66% of shoppers review a retailer’s return policy before making a purchase. 15% abandon a cart when Continue reading “Return Policies Have BIG Impact on #CX. Apply Best Practices‼️”

Outside-In vs. Inside Out Thinking

Outside-In vs. Inside-Out Thinking

Today, we’re pleased to share a guest post by Annette Franz, CCXP of CX Journey. This article originally appeared on her site on August 11, 2015.

In the world of customer experience, what’s the difference between outside-in and inside-out? Continue Reading →

Why The Best CEOs Invest In Customer Experience

Why The Best CEOs Invest In Customer Experience

Some companies invest in Customer Experience (CX) as an afterthought. Other brands dedicate resources to creating customer excellence. They purposely allocate budgets to build and expand a CX team. They measure customer satisfaction and related KPIs daily. Then they close the loop to fix identified customer pain points. Continue Reading →

How To Be Customer Centric. Not Just Say It. Learn about CX From Two Professionals

How To Walk The CX Talk

According to Forrester, “84% of companies aspire to be customer experience leaders, but only 1 out of 5 deliver good or great CX.” For many years, I have worked in the field and studied Customer Experience. So, I understand why. Here are some tips on how to be truly customer-centric, not just to say it. Continue Reading →