A powerful CX strategy needs our good sense, genuineness and a constant discussion of what it means both in the market and workplace. The 3 things to think about that often we may forget.
Everyone loves a great customer experience (CX) story. CX is a complex topic. Whilst it’s touted to be one of the best things that any organisation must focus on to be successful, what do we know about it?
Different interpretations to each other of us
Meanings are not in words but in people. Common sense would tell us that as humans, we can be exposed to the same topic, idea, or concept, but we will have diverse interpretations based on our experience, knowledge, belief, and angle of perception, if not more.
CX is fundamentally designed to be diverse by default. It represents a different interpretation in the minds of people who hold different roles in an organisation as each will have unique perspectives for every customer touchpoint. And when each touchpoint needs to be in smooth coordination to make the process seamless for consumers, wouldn’t it be essential for everyone to have an idea of how their interpretations of CX is going to contribute to the greater good?
When approaching a CX strategy, perhaps more of us should have a conversation on what CX really represents and how it can be considered in each of our roles when designing experiences to delight consumers.
CX is not reserved only for the so-called elite
When the cashiers at your most-frequented supermarket present you with your bag of groceries with smiles on their faces, wouldn’t that make your day slightly better? When a stranger helps to hold the door when you are struggling with a pair of full hands, wouldn’t that make everything look brighter?
CX is not a conversation reserved only for the senior leadership team or the brightest minds in the room or provided for the rich and powerful. It is something that we can all do if we genuinely think and care about it. Simply taking care of CX because it’s a market differentiator doesn’t mean everyone in the organisation is going to care. It is a conversation the entire organisation must talk about and do as a team because everyone cares.
In late 2020, Forrester [i] published and suggested that ‘trust, safety and inclusion’ will become more crucial as companies work their way into engaging both their customers and employees on a much deeper level, gaining their trust and vote of approval. Inclusive CX someone says. If we choose to dive in further, perhaps we may get a chance to get it right somehow.
Genuineness and good senses win the day
In one of Star Trek’s movies in 1982, Mr Spock suggested: “the needs of the many outweigh the needs of the few.” Though logic and emotions can sometimes be at odds with each other, our combined capacity of both these elements may determine if CX is to be done as part of a desire to meet the (the few) Board, or Wall Street’s forecast and expectations of a company’s results, or it is simply good senses to do so because it benefits the many.
A 2019 commentary in Fortune[ii] talked about knowing oneself, developing a compass to stay on the True North. There may be many factors in our reality that could inhibit or disturb our choices to be genuine, authentic. But good senses should never stop us from providing a good experience to our consumers and to people around us.
So, are we ready for an authentic CX conversation based on good sense?
