CX Day: Learn, Engage, Honor

By Lynn Hunsaker posted 09-07-2023 03:00 AM


CX Day is a wonderful opportunity to maximize value. Like a kaleidoscope, "value" is a word that takes on several gratifying interpretations when you shift the lens. Maximize your CX Day value by preparing well in advance to (1) learn, (2) engage, and (3) honor.

1) Maximize CX Day Value: Learn from Peers

Every September I frequently check the CX Day web page to mark my calendar for as many online and local events as possible. One year I attended 13 events: the #CXchat, live video panel discussions with CX enthusiasts across the globe, case study webinars, live-streamed company celebrations, local networking events and talk shows. 

Get inspiration by checking out the announcement of CX Impact Award recipients. Peruse the company celebrations on Twitter to see how other companies are spreading passion for customer experience. 

2) Maximize CX Day Value: Engage Your Colleagues

CX Day is the perfect time to spread awareness throughout every nook and cranny of your company about what customer experience is, what everyone can do to make a difference for customers, and what's been achieved, who's who, and what's being pursued in customer experience. Companies can have contests, fairs, parties, celebrity visitors -- anything goes!

Posters, banners, selfies, and group photos are a huge part of spreading the word: a picture says a thousand words, you know. Get the templates on the CX Day website that make it easy for groups or individual employees to say "I love (heart) customers because . . . ".

Be bold in weaving educational bits among all the fun. Employees particularly appreciate coming away from festivities with more mojo than they had before. By "bold" I mean make it a little challenging for employees:

  • what are their ideas for solving specific things that are hard for customers?
  • what parts of their job would cause hardships for customers if they didn't exist?
  • how can employees re-write their job description from the perspective of customers funding it?
  • what are some neat things employees have seen elsewhere that might be borrowed or tweaked to add value to customers? (Remember, this is about maximizing value all-around!)

To get full value out of CX Day, spread it out with a series of countdown activities and plan follow-on opportunities for fired-up colleagues to learn more about CX, see their work role from an outside-in viewpoint, and keep engaged in CX improvement and innovation, whatever their role. 

I like to think of CX Day more like a season than a 24-hour period. 'Tis the season to promote passion and action to help customers help you. Here's advice for deploying the 2023 CX Day theme:

Take the opportunity on CX Day -- and the period leading up to it and/or leading out from it -- to educate your executives (anyone reporting into the CEO, and their direct reports) about CX truths. Here are several article series created especially for these high-level roles: Elevate Executives' Endorsement of CX Excellence.

3) Maximize CX Day Value: Honor Your Customers

CX Day is a great reminder to express your gratitude to your customers. Some companies send heartfelt notes or goodies to customers. Sometimes customers are invited to the company celebration as speakers, panelists, or guests of honor for any variety of activities you're planning. 

Honoring customers is really first and foremost in this list of ways to maximize CX Day value. What customers care about the most is how well you're helping them meet their objectives with minimal time and costs. 

Here's how one company keeps all employees aware of customers' expectations through a short customer webinar:

Learning more about CX and engaging more colleagues in CX passion are sometimes the greatest gifts you can give your customers. 

Here's how you can set up your whole team's foundational knowledge of customer experience management with vital modernizations for post-pandemic realities of higher trust, lower costs to serve, and indisputable CX ROI:

We're honoring our customers -- and you -- with a free 30-minute encore of my CX Leaders Advance session from this past May in Florida, Growth via Massive Customer Experience Savings (in Ways You Least Expected!) -- click the title for a glimpse of it in my ClearAction blog. 

Signup now for Thursday September 28, October 12, or October 19. See you soon!

What are your favorite ideas for maximizing value from CX Day?