Blogs

A CX meme is a semi-humorous symbol or characterization of what it feels like to be in a CX role. Considering our CX Day theme "CX Drives Success", what kinds of animal symbolism come to mind to inspire higher achievements in CX driving corporate success?

A dolphin represents intelligent agility. Our organizations and customers need this with rapidly changing situations as a continuing fact of life beyond the pandemic. Aesop's goose laying golden eggs represents "CX Drives Success". Is your CX team a dolphin or a goose?

Value of CX roles can greatly increase by adopting the dolphin and goose CX memes. They expand the vision of "CX is a Team Sport" which was our recent CX Day theme. These memes shift CX from value-rescuing, standalone customer touchpoints to value-creating, all-employee ownership of superior customer experience. 

What do you think of this vision for CX driving success?

DOLPHIN, INSPIRING ORGANIZATIONAL AGILITY — Tempers Turnover & Nurtures Nimbleness
Increase trust through enterprise use of insights: growth activities and re-engineering based on CX insights.
Facilitate company-wide behaviors:

• Re-charter your CX steering committee to reduce silos.
• Foster a customer lifetime value mindset throughout your firm.
• Position your CX/CS team as facilitators of everyone’s ownership of customer experience performance.
• Maximize actioning on customer insights. (We had 100+ teams working on CX improvements every year, through workshops aimed at the 2 top key drivers of loyalty for every business unit, and their bonus based on their action plan’s progress.)
• Embed customer insights as the basis for every growth plan, process re-engineering, policy adjustment, cost-containment, approval, development, review, and accolade. This will ensure your clout, strategic impact, camaraderie, and indispensable value.
• Increase your joy as the dolphin of organizational agility.

GOOSE, LAYING GOLDEN EGGS — Raises Recurring ROI
Increase trust through customer-centered action: CX data and metrics inspire resolution of CX issue root causes.
Facilitate company-wide behaviors: 

• Engage managers in preventing issue occurrence.
• Redirect managers’ attention to customer-inspired cost savings.
• Show them how much churn you’re preventing, quantified by customer acquisition costs and continued lifetime value.
• Increase your joy as the goose that lays the golden eggs.

Like a picture says a thousand words, a CX meme stimulates new heights in our self-image, career potential, and sphere of influence. 

To see 4 more CX memes for today's needs, see my full article at 6 CX Spirit Animals for Today's Imperative of Trust. 

To celebrate your team's progress in any of the areas listed in this article, enter the CX Team Sport Awards, which will be announced on CX Day.