CX Day 2024 | Delivering Better Outcomes | VOTE NOW ✔

I am really surprised there is not an ‘all of the above’ option for the poll… 😉

Good CX should delivers all of these things, and even as a customer you should be able to see all, if not most of this as a result of experiencing good CX too.  As for cost savings to an individual, is really about seeing greater ‘value’ in the experience/relationship, with cost being potentially more than financial, it might save your time/stress etc which can often be way more valuable than $ alone.  

The example I have personally experienced this well is at Disney, and it’s not about doing things well - but actually they were exceptional in their service recovery for me when things didn’t go well… they truly went above and beyond to make up for it, empowering their staff to make it right - not only in the moment but also subsequently when I went back a few years later (as it’s hard to go back when I live in Australia!). How a company deals with an issue, is by far the best test of their CX culture and capabilities.  

I have come to learn that Disney designs and empowers staff explicitly for service failure, with acceptance it cannot be avoided when humans are involved.  It continues to be the benchmark I look up to in every program I design, and I often will consider - what would Disney do..

I voted for *happy customer* but it’s soooo much more than that! I ‘wear’ my CX hat every day and view our (often internal) processes with an eye on how these affect the client experience. I use the word ‘client’ intentionally because 1. in the B2B space there are far fewer of them when compared to B2C consumer customers  2. the pricing and commercials concern greater amounts with contracts that are usually quite complex and 3. because these are long term business relationships rather than the quicker more transactional exchanges a seller has with their (one time) customers.  With my CX hat I also engage the different silos in our organisation that each play a part in the customer journey. This means being the VoiceOftheCustomer when talking to Marketing, Sales, Design & Bid Management, Project Implementation, Transition and Support functions to name a few. Often these functions do not take the holistic view that spans the customer journey or worse, are quite focussed internally only on their ‘own patch’. Last but not least I wear my CX hat when closing the loop (both the inner and outer!) while trying to use the feedback our clients give us as business cases to improve the way we work for better outcomes. I could go on but hopefully I’ve given a modest impression how a *happy customer* actually entails so much more!