The Chicken, the Pig, and the Path to CX Success

In the world of customer experience (CX) management, commitment makes all the difference. Consider the classic plate of bacon and eggs: the chicken is involved, offering its eggs with little sacrifice, while the pig is committed, making the ultimate sacrifice to become bacon. While this analogy may seem oversimplified, it holds a profound lesson.

The Chicken vs. The Pig: A Lesson in Commitment

The chicken, offering eggs day by day, is akin to stakeholders who are involved in CX efforts. They contribute but may not fully commit to the cause. On the other hand, the pig, becoming bacon, symbolizes unwavering commitment—the kind needed to drive real CX transformation.

Collaboration: Nibbling Away at Barriers

Many CX programs operate within existing organizational frameworks, where operations vary in maturity. Here, CX leaders must collaborate within the existing setup while working to improve practices that hinder customer satisfaction and enhance those valued by customers.

Building Consensus: From Involvement to Commitment

Within this internal landscape, CX leaders encounter stakeholders at different levels of involvement and commitment. Some are involved but not yet committed, while others are both involved and fully committed. It's crucial to address those who are uninvolved and those who are involved but not yet fully committed.

To win over these stakeholders, CX leaders must demonstrate how the CX program aligns with organizational obligations, key performance indicators, and financial incentives. Resistance, whether passive or active, can arise when introducing a new CX program into an established organization. Building consensus becomes the bridge from involvement to commitment.

Supporting Stakeholder Goals: A Unified Vision

Ultimately, CX leaders must ensure that the CX program supports the goals of all stakeholders. Collaborative efforts, consensus building, and effective communication are the tools of the trade. The journey to CX success involves transforming involved stakeholders into committed champions, just like turning a chicken into a pig. ????

Ready to take your CX leadership to the next level? Let's embark on this bacon-and-eggs adventure together, committed to delivering exceptional customer experiences! ?? #Changemakers #Collaboration #Commitment #CustomerExperienceManagement