Greetings from Indianapolis!
Each month the local CXPA networking group gets together for informal and informative discussion. For our February gathering we had a great suggestion - let's chase off the gloominess of winter by sharing CX success stories. It worked! Last Wednesday was a grey, rainy day, but I’m certain we all left the meeting with more energy and enthusiasm. Stories from the meeting included:
- The use of an easy-to-interpret customer-focused index to determine what is really important to customers.
- Shifting from a basic incentive plan (motivating the wrong behaviors) to a Daniel Pink-inspired program featuring autonomy, mastery and purpose.
- A program to share personal customer stories that motivate employees and help them connect with the interests of customers.
- A program that helped connect employees with company mission and values which produce a more seamless customer experience and better retention.
- A comprehensive journey mapping program which included 200 customer interviews and 85 internal interviews that helped everyone see obvious customer concerns that were commonly overlooked.
- Programs that focus on creating a much easier experience for customers.
- Incorporating shorter, near-real-time surveys which made a big difference.
- Website improvements that helped provide the customer perspective, shifting from “what do I want to tell you” to “what do visitors want to know.”
- New learnings about the need for CX leaders to be “connectors” within their organizations.
- Programs focused on improving the agent experience to enhance the customer experience.
- Pilot ethnographic work that delivered excellent insights - capturing real quotes and priorities. The program really humanized the company’s work.
In the course of our discussion, additional items and recommendation were mentioned:
We're looking forward to our March gathering when we tour the headquarters of Wild Birds Unlimited and hear about their CX initiatives.
Pat Gibbons, CCXP
Principal, SVP
Walker