Shownotes: The Compounding Effect of CX Efforts
- The most important thing in CX? Stick with it
- Can’t be like a New Year’s Resolution that fades away – many business BANK on that premise – thing gym memberships
- First attempts – folks may think you are onto another great idea, the flavor of the month, you read a new book, etc but fully expect things to fall by the wayside as so many other ideas have.
- No shame. We’ve all done it.
- But you can decide THIS is the year. THIS is the start of you and your team, and your company, following through, sticking with it.
- The compounding effect is very relatable in the quest for health.
- Drinking one glass of water absolutely WON’T turn around your health issues.
- Drinking 8 glasses of water in a day for one day won’t turn things around.
- But drinking 8 glasses of water in a day every single day WILL make dramatic improvements all over your body. Your skin will be clearer, your digestion will be better, you’ll feel more focused etc.
- Lifting one 15 pound dumbbell to do a curl won’t do anything, but doing a series of reps a few times a week will become easier over time.
- CX efforts work exactly the same way.
- Sharing your culture, your ideal customer experience to be delivered once with your company is a great idea. but literally, nothing will change on a permanent basis.
- But talking about your culture and core values all of the time WILL change things on a permanent basis.
- Talking about the ideal customer experience to be delivered whenever you can WILL change things.
- Asking during every meeting where a change is discussed – how will this impact the customer? will they see this as a bad thing or a good thing? – WILL change things.
- The key is to start and keep on keeping on. Do Not Give Up.
- You might slip from time to time, but that’s okay. You are human. But the true leaders in business admit it and share the lesson’s learned
- That’s also how you earn respect from your teams and your customers.
- So… Action plan for you.
- Pick ONE thing… your core values, your ideal customer experienced, the way you want your customers to feel every time they work with your company, words and phrases to use in your company and start talking about it and walk that talk.
- Let’s say you picked – How you want your customers to feel every time they work or talk or meet with someone in your company.
- First off, you have to define that and gain agreement so everyone in your company is in alignment.
- One of my clients wants their customer to think of them as Fast, Friendly, and Amazing. So they use those words all of the time. They use them when talking about making a change. They paint the picture of the end result and how it will reinforce the customer thinking of the words fast friendly and amazing.
- When staff discusses a situation or dilemma with their manager, they work through a few options and the manager asks, which do you think will most make the customer think we are fast friendly or amazing.
- They talk about them at company-wide meetings, at leadership meetings, department meetings, everywhere.
- They use it in the signature lines in their emails. they have those words everywhere. they are engrained in that company.
- That’s the compounding effect.
- Then you can start bringing in other things that complement your overall goal and integrate those as well.
- It depends on what you select.
- Just like you know you can’t wake up one morning and decide today is the day you are going to clean up your diet, start exercising every day, get 8 hours of sleep every day, meditate every day, quit social media, and everything will be perfect.
- You will feel too much change at once and likely feel overwhelmed. Our brains are designed to keep us safe and comfortable. But you as a human and a leader also want to grow and push out of your comfort zone to be successful.
- So pick one thing, pick a few small things, and start integrating them into everything and every conversation.
- Just like brushing your teeth, you’ll notice some improvement, but brushing your teeth every day is the way to prevent cavities and keep your mouth healthy.
- Working on CX every day and sticking to the habits you lay in place will make lasting improvements and be successful for the long haul. I promise.