Customer Experience Is A Decision
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People often refer to customer experience as a discipline. But it’s more than that—customer experience is a decision.
No matter where you are in your career, customer experience is a decision to wake up and care about customers, influence change and create a better world.
Customer experience is constantly changing and isn’t something you can check off your list once. You have to decide to show up every day and carry the energy with you to go above and beyond.
Here are four things you need to do to show you’ve decided to lead with CX:
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Customer experience is a decision. You have to work like you have skin in the game and decide daily to care more and do more.
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Well said Blake Morgan!! Love the 4 things you need to know to lead with CX! Thanks for sharing.
Chief Experience Officer at billquiseng.com. Award-winning Customer CARE Expert, Keynote Speaker, and Blogger
2 年Blake, I appreciate your insight. And I very much appreciate you. So I hope we can have an open conversation. Customer service is what you do for your customers. Customer experience is how your customers feel about what you did. Customer experience management is what you do before, during, and after you find out how customers feel about what you did. Customer experience management is the process where, in addition to serving your customers on how they want to be treated, you ask your people to envision “What if?” Satisfying current customer needs and innovating future potential customer wants will exceed customer expectations and maximize the ROI of CX or customer experience. I do agree that customer experience is a decision, but that decision is by customers who will leave, saying nothing, with no intention of ever returning or if they will loyally come back again and again, raving to others. So always be satisfying customers. Always be innovating. And always be GREAT out there! Decision made. ?? Thank you for sharing, Blake. As you are always, be GREAT out there!
Sales is like a box of chocolates. Wrong! We should know exactly what we are getting. Together we will make sure that you know where your Sales are coming from in the remainder of this fiscal year.
2 年I love this Blake Morgan because you are right;...it is a decision. And more companies and leaders need to wake up every morning with the decision to put the customer first. Not just in their services or products that they currently provide but as they innovate and help their customers or prospects grow even more.
Senior Advisor, Customer Value Creation International
2 年Blake - I think you're absolutely right. Both customer experience and employee experience are personal decisions - decisions to commit and invest in using abilities and experience, applied to the goal of providing superior value. My principal focus is on employee experience, but I'm also a strong believer in essential EX-CX linkage and integration: https://customerthink.com/employee-advocates-their-role-as-committed-company-assets-active-communicators-and-key-contributors-to-stakeholder-value/
Architect & Project Manager I Design, Planning and Execution I Projects and Facilities Management
2 年It's important that the CEOs focus on taking a DECISION to develop an organization-wide CX strategy as something which is not a "good to have" but "must have" strategy....It can be linked with the Business Strategy so that they don't consider it as an overlap. Blake Morgan