Strategies for Memorable Customer Experiences

Marketing, sales and CS teams, take note! In looking for a team management tool for my pole vault club, I had an experience that is worth noting with customer prioritization. ABC Glofox and TeamUp set a crazy standard in customer engagement with me this week, and here's why: Fast and Purposeful Response: Within two minutes of filling out their forms, both companies called me. This response replaced a discovery call and showed not only efficiency but a genuine interest in understanding my specific needs. Strategic Discovery Process: Rather than wasting our initial interaction on a lengthy discovery phase, both companies utilized that time to schedule demos around my use case for the next day. I left the calls feeling respected and understood. Effective Questioning: During their brief calls, both companies asked four targeted discovery questions. These weren't generic inquiries; they were aimed at uncovering the specific format of my pole vault club's management needs. They both have solutions for a unique use case I have and will be showing me tomorrow. Thorough Note-Taking: Taking customer-centricity to the next level, both businesses took notes during our talks. Their follow-ups included these details of our conversation so I know I won't have to repeat them tomorrow. Anticipating Wow Moments: Both companies will cover the features I need in the demo but also mentioned a feature they'll show that could be helpful and act as a "wow moment." It's a proactive approach, ensuring that our interactions are not just informative but memorable. In a world where customer experience is setting companies apart, they are showing that prioritizing the customer's journey from the first interaction pays off. This level of service builds trust, sets the stage for meaningful partnerships, and ultimately makes the customer's journey one filled with moments of delight. Turning every interaction into an opportunity to exceed expectations is worth noting and should make us all pause and consider how things currently run in our organization and whether we are providing this level of service.

Have you ever tried to experience your products as a customer? I did, and it changed everything. By becoming a customer of a division I led, I lived through the customer journey firsthand and discovered insights that revolutionized my business approach. As leaders, it's easy to assume we know what our customers want and need. But how often do we leave our roles and experience our products and services as they do? Trust me, becoming your own customer is a total game-changer. Here's how you can start your own customer journey: 1. Order a Product and Track the Entire Process:   ~ Are the purchasing and shipping options clear and convenient?   ~ Does the tracking information keep you informed and at ease?   ~ Does the product arrive as promised, meeting or exceeding your expectations? 2. Engage with Customer Service:   ~ Are there multiple channels to reach out for help?   ~ Do the representatives provide knowledgeable, friendly, and efficient support? ~ How long do you wait in cue, or are you transferred to different departments?   ~ Do they go the extra mile to ensure your satisfaction?   ~ If you need to call, have a friend do it to ensure unbiased feedback if your voice might be recognized. 3. Navigate Your Digital Presence:   ~ Is your website intuitive and easy to use?   ~ Does your mobile app offer a seamless and engaging experience?   ~ Could you quickly find the necessary information and complete their desired actions? 4. Dive into Your Product & Process Documentation, even in the form of online FAQs:   ~ Are the manuals and guides comprehensive yet user-friendly?   ~ Do they anticipate and address common questions and concerns?   ~ Are they visually appealing and easy to follow? 5. Once Received, Unbox and Experience Your Product:   ~ Does the packaging protect the product and create a positive first impression?   ~ Is the unboxing experience memorable and shareable?   ~ Does the product itself meet or exceed the promised quality and functionality? By immersing yourself in your customer's world, you'll gain knowledge that no survey or focus group can provide. You'll find opportunities for improvement, spot areas where your company shines, and deepen your appreciation for your customers's perspectives. This is not a one-time learn-and-burn event; it takes time and commitment. So, leap and become your own customer. Embrace the journey, learn from it, and let it guide you in creating exceptional experiences that set your business apart. Check your company's return policy before you start. ;) Ready to walk in your customers' shoes? Please share your experiences, and let's inspire each other to build customer-centric cultures that drive success! #CustomerExperience #BeYourOwnCustomer #LeadershipLessons

This Chinese hot pot chain takes customer experience to a whole new level, setting a disruptive standard for the industry. We're talking about manicures while you wait, noodle dance performances... and the results speak for themselves: ☑ $10B market cap ☑ Unmatched employee retention ☑ Customer loyalty that's the envy of the business world Haidilao proves that even the most basic product or service can become extraordinary when customer experience is the core focus. 4 key takeaways from Haidilao's CX Strategy 1️⃣ Emphasize values during the hiring process. 2️⃣ Empower frontline employees to deliver on CX aspirations. 3️⃣ Invest in tech innovation, like a mobile super app. 4️⃣ Prioritize a customer-first policy across all service interactions. Is your organization truly prioritizing CX?  #CX #customerexperience #innovation  #employeeengagement #leadership #Haidilao #EX

“Great customer experience can justify a price premium of 16% [but] being customer-centric. . . is tough to execute well.” Five customer-centric models identified by PwC, with implications for how companies differentiate themselves and the employee behaviors required. Companies may deploy more than one model although, by definition, some combinations wouldn't work: - Innovation model: Companies like Apple want customers to feel as if they’re ahead of the curve, so their employee culture rewards new ideas and design, with high tolerance for risk and celebrating “fast failures.” At Supercell, the gaming company behind Clash of Clans, they open champagne when employees decide to kill a new game mid-development. - Consistency-oriented:  Provide reliable, predictable experience to customers who are not looking for the excitement of new products, but for the reassurance of getting what they have always gotten. Culturally, these companies avoid risk and stick to established processes and hierarchies. - Empowerment: To make customers feel cared for, frontline employees are given the knowledge and autonomy to solve customer problems as they see fit, without having to get managers involved; e.g., a Ritz Carlton employee can spend up to $2000 to solve a guest’s issue. - Intimacy:  Companies customize their offerings to meet customers' unique needs and make them feel special--think, financial services, hospitality, and retail, where employees may be put into small, dedicated teams who interact with customers on an ongoing basis to create deeper, more loyal relationships. - Purpose: The company shares communal values with customers; e.g., Patagonia and its commitment to the environment, even at the expense of profits: It launched a pre-Christmas “Don’t Buy This Jacket” campaign to get customers to reconsider their purchase, given the environmental impact. To illustrate how models can be combined, PwC uses the example of a global B2B materials science company that deployed an empowerment model, allowing local companies to work with customers on tailored designs. Over time, it created too much complexity, unclear RACI’s made decision-making a mess, and customers were left frustrated. After discussions with their employees, the company decided to adopt more of a consistency model with processes and rules; some decisions would be centralized, others would still be left to local teams. The reduced confusion and complexity led to increased employee engagement, product innovation, and profitable growth. The lesson, PwC says, is for companies to look outward at what customers want, and inward at the kind of experience their culture and employee behaviors can support. #customerexperience #cx #culture #customerexperiencemanagement #customercentricity #businessmodel #innovationculture #consistency #empowerment #purpose

A customer shared with us, "Your product didn't just solve my problem. It made me feel seen." That's the power of a customer-centric story. It goes beyond selling to connecting on an emotional level. Here’s how you can apply it: Design with Empathy: Create products that resonate with your customers by deeply understanding their needs and challenges. Make them feel heard and supported through empathetic design and user experience. Tailor Your Solutions: Customize your offerings to meet the specific needs and preferences of your customers. Make them feel seen by providing solutions that speak directly to their unique problems and pain points. Continuous Improvement: Actively seek and value customer feedback to make necessary improvements and adjustments. This way, you ensure that your product remains aligned with evolving customer needs and expectations. Create a Community: Foster a community around your product where customers feel valued and can connect, share, and learn from each other’s experiences and insights. Transparent Communication: Establish clear and honest communication channels with your customers. Keep them informed, valued, and engaged through regular updates, insightful content, and responsive customer service. What else would you add? #startups #productdesign #founderstory

Happy to Share Learnings from Judging GCXA 2024's "Best Measurement in CX" Case Studies! 🤗 As a judge at the Global Customer Experience Awards 2024 (GCXA), I had the incredible opportunity to dive deep into the captivating case studies and presentations of industry leaders vying for the prestigious title of "Best Measurement in CX." Let's explore the invaluable insights gained from the on-the-ground experiences of companies like Schneider Electric, ROSHN, and Mobily as they showcase their exceptional CX measurement programs. 🎯 Strategic Alignment: These case studies exemplify the critical importance of aligning CX initiatives with broader business strategies. Schneider Electric, ROSHN, and Mobily demonstrate how prioritizing customer-centricity drives long-term success and competitiveness. 📈 Goal Setting and Measurement: Clear, measurable goals are the cornerstone of effective CX initiatives. By defining objectives that directly impact customer satisfaction and business performance, these companies set the stage for tangible success. 🛠️ Planning and Execution: Meticulous planning and execution are central to the success of CX programs. From stakeholder engagement to innovative solutions, every aspect is meticulously orchestrated to deliver exceptional results within set parameters. 🤝 Stakeholder Engagement: Engaging stakeholders at every level fosters collaboration and ensures alignment with organizational objectives. The active involvement of senior leadership, teams, and partners underscores a culture of inclusivity and shared ownership. 💡 Innovation and Creativity: Innovation is at the heart of standout CX strategies. Schneider Electric, ROSHN, and Mobily showcase how embracing creativity leads to novel solutions that elevate customer experiences and set companies apart. 📊 Impact and Benefits: Tangible outcomes speak volumes about the effectiveness of CX efforts. From improved customer satisfaction to business growth and industry recognition, the positive impacts of these initiatives highlight their significance in driving success. 🔍 Proactive Measurement: Measuring customer experience proactively using non-intrusive methods emerged as a key differentiator in deciding the winner. In addition to reactive approaches like post-experience questionnaires, companies that employed proactive methods to gather insights stood out for their forward-thinking approach and ability to anticipate and address customer needs before they arise. My co-judges for the category were: Elina Petrova, Doaa Besaiso and Virali Shah! #CustomerExperience #CXMeasurement #GCXA2024 #IndustryLeadership #Innovation #LearningFromExperts #gcxa24 #gcxa Feel free to share your thoughts and experiences in the comments below! 🚀

#CustomerExperience leaders need to split their strategies into deliberate bottom-up and top-down approaches. Many get the bottom-up right, but they struggle with the top-down. Bottom-up strategies focus on improving customer-centric employee behaviors at scale. These approaches include #CX or empathy training for front-line workers, using Voice of Customer feedback to set touchpoint expectations based on customer feedback, and building customer-centric KPIs into individual performance appraisals. But where many CX leaders struggle is often with engaging senior leaders to influence their customer-centric behaviors. It's difficult to influence C-suite behavior, but if you're expected to improve customer-centric culture in the organization, then you cannot avoid this. Top-down strategies start with showing senior leaders how customer satisfaction impacts growth, retention, margin, and lifetime value. It also includes improving CX and VoC reporting to provide more recommendations and actions, not just findings and data. Having discussions with leaders about the importance of financial and non-financial rewards for customer-centric behaviors is another tool in the top-down toolkit. And using personas and journey maps is a vital way to convert customer and touchpoint data into a compelling story of necessary change. Don't rely on dashboards and reports to do the job of top-down CX engagement. Don't count on a couple of positive customer-centric comments from leaders as a sign of meaningful, irreversible support. And do not assume that the fact your CX job exists is evidence of senior leaders' commitment to customer experience. Part of the job for a successful CX leader is to constantly prove the value of customer-centric strategies, influence senior leader priorities, and arm decision-makers with the insight they need to make customer-centric decisions. Don't just empower your frontline workers and assume the job is done. If you aren't building a consistent dialog with executives, you're not only missing an opportunity to make the most significant customer impact but also seeding future problems that can lead to declining support, budget, and resources for customer experience initiatives. Take a comment today to identify or define your top-down and bottom-up CX strategies for 2024. If there's an imbalance, solving that now can lead to better outcomes by the end of this year.

Turn the Spotlight on Them. In a world where businesses often take center stage, flipping the script to celebrate your customers can create unforgettable moments. Imagine receiving a handwritten note, not for a purchase, but for being an incredible part of a brand's journey. This is about more than just saying 'thank you.' It's about crafting personalized experiences that resonate on a deeper level. Consider the power of sharing customer stories on your platforms. Not as testimonials, but as highlights of their achievements, dreams, and journeys. --> When you praise a customer, do it with authenticity and a genuine appreciation for their uniqueness. This isn't just good business; it's about building a community that thrives on mutual respect and admiration. Engagement is key. Ask open-ended questions, invite feedback, and show that you're listening. Every interaction is an opportunity to make someone feel seen and valued. Ready to start celebrating your customers in a way that leaves a lasting impression? Share your innovative ideas below or tag someone who's making waves in customer appreciation. Let's inspire each other to elevate our approach to recognition.

Attribution isn't a marketing strategy. But most B2Bs build their entire GTM around metrics like: -Clicks -MQLs -eBook Downloads This often leads to: -Excessive focus on BoFu -Missed opportunities -Lost sales -Increased competition Here’s how to pivot to customer-centric marketing in 5 steps: 1) Identify Core Needs - Start by deeply understanding the problems your customers face. - Engage in conversations - Use surveys - Analyze customer data 2) Map the Buyer's Journey - Design your marketing tactics to guide potential customers from awareness to decision - Give them what they need at each stage 3)Evaluate Touchpoints - Assess each interaction with your brand. - Are these helpful? Personalized? - Can you remove friction? - Are you adding real value? 4) Educate, Don’t Sell - Build a community of prospects - Create content that informs - Teach prospects to buy from you - Learn what they need and package it up for them 5) Measure Impact, Not Just Leads - Develop metrics that gauge the real impact of your efforts - How many prospects are learning with you? - How many are in your community? - Souced Pipeline - Pipeline velocity - Deal Size - Win rates Shifting from short-term gains to long-term impact can transform your B2B marketing strategy. It requires patience and persistence, but the payoff is a loyal customer base and a stronger brand. Reflect on your strategy: Is it truly built around your customer's needs?