Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences.
And they’ve done it so often for so long that “CX” has been the traditional term of many business professionals to explain customer experience management. But no more. NOW is our time for a CX Revolution!
To paraphrase John DiJulius’ battle cry, it’s time for a CX Revolution! Let’s be revolutionary to improve the customer experience. This revolution “is a radical overthrow of conventional business mentality, designed to transform what customers and employees experience.” John DiJulius.
For starters, customer experience or CX is about the customers’ emotional value of their experiences. Customer experience management or CXM is how businesses prioritize the best product, service, technology, or CX strategy of their business experience to deliver the best emotional value in their customers’ experiences.
Secondly, be Magnificently Boring to CARE! Consistently CARE (Communicate. Acknowledge. Respond. Enrich) for your customers so repetitively that you feel it is boring, but to every customer, at that moment, you are Magnificent! Consistency builds trust. Trust builds relationships. Relationships build loyalty. Loyalty builds your business. CARE Magnificently!
Saving the best for last, don’t just deliver to your people top-down, one-way, “one and done” customer service training. Instead, educate your people interactively, frequently, and continuously at Customer CARE University with you as mentors and coaches at your business. And, yes, educate everyone. Don’t just educate customer CARE representatives. Educate the people in the business who don’t need to CARE for their customers and develop them to let them CARE for the people who do. Soon, everyone, your people, your customers, and you and your business, will be enriched, emotionally and financially.
So, prepared with your three QUI Takeaways, proclaim to your people that
“NOW is the time for a CX Revolution! Let’s not just serve to sell to our customers. And let’s not serve to satisfy our customers. Let’s serve to WOW them. Let’s serve to CARE. Let’s be loud. Let’s be proud. Let’s be revolutionary! And let’s Be GREAT out there!”
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BILL QUISENG | Deliver the World's Best Customer Experience 