The Real Secret to CX Success: Empower Your Team to Shine
Tiffani Bova
Growth Strategist | Analyst and Advisor | Keynote Speaker | 2x WSJ Bestselling Author | 3x Thinkers50 | What's Next Podcast Host
Your team’s experience is the hidden key to unforgettable customer moments—empowered employees drive loyalty that tech alone can’t deliver. Companies today are racing to perfect CX, pushing for almost magical levels of convenience and speed. But let’s talk about a crucial element often missing in this race: the experience of the employees who make CX possible.
Consider Amazon. It’s set the bar high, becoming synonymous with ease and speed, from same-day delivery to no-hassle returns. But here’s the challenge: while their customer experience is nearly frictionless, the impact on their teams is significant. With every streamlined return and last-mile delivery, there’s a cost in employee effort that’s easy to overlook. Recently, however, Amazon has taken steps to address this by investing $1.2 billion in upskilling programs, aiming to empower over 300,000 employees by 2025 with education and career advancement opportunities. This investment not only supports employees’ growth but also reinforces Amazon’s commitment to building a workforce that feels valued and equipped to deliver exceptional CX.
Zappos, under the late Tony Hsieh, demonstrated the power of employee empowerment early on. When he put “delivering happiness” at the core of Zappos, he created a culture where employees could genuinely connect with customers. One agent even spent over 10 hours on a call with a single customer—a powerful example of putting human connection above metrics. Today, Zappos continues to innovate by championing workplace identity, valuing unique leadership styles, and reinforcing a culture that inspires employees to go the extra mile.
The takeaway here? The most advanced technology can’t replace the power of human touch. Companies that align CX with EX have a competitive advantage that’s hard to beat. When employees feel supported and empowered, they’re more likely to deliver those "wow" moments that keep customers coming back.
Are you setting your team up to create legendary customer moments? When EX and CX work in harmony, that’s when the real magic happens.
Mahalo,
Tiffani
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| STRATEGIC THINKER | DYNAMIC PROFESSIONAL | FACILITIES MANAGEMENT LEADER | POLICY & COMMUNITY DEVELOPMENT SPECIALIST
3 个月I agree
Growth Strategist | Analyst and Advisor | Keynote Speaker | 2x WSJ Bestselling Author | 3x Thinkers50 | What's Next Podcast Host
4 个月What’s one way your company balances convenience for customers with sustainability for your team?
Chief Experience Officer at billquiseng.com. Award-winning Customer CARE Expert, Keynote Speaker, and Blogger
4 个月QUI TAKEAWAY: Whatever your title or position, be a servant leader who will CARE for your people first. COMMUNICATE openly, interactively, frequently, and continuously any information your people need and want to know. Listen empathetically to the people’s concerns, questions, and complaints. Express compassion and encouragement.? APPRECIATE your people's important roles and responsibilities. RECOGNIZE and offer accolades for team and individual accomplishments and acts of service. EMPOWER people to make the right decisions for themselves, their colleagues, and your business. When you CARE, your people will feel respected, appreciated, and valued. You empower them to develop themselves and engage others. Soon, everyone's experiences and lives will be enriched. --- Tiffani, I ?? your article to express my appreciation and kudos for sharing your insight that the employee experience will enhance the customer experience. In appreciation and in the spirit of paying it forward, I offer this: ?? Thank you for sharing your insight which prompted me to share mine. I very much ?? appreciate you.?From me to you, from a grateful CX speaker wannabe to you, a GREAT CX and business expert/thought leader, I very much ?? appreciate you.
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4 个月So many wins with this one for leadership...if you have the vision and willingness to prioritize employee experience...you're attracting top talent, you're boosting results, you're boosting customer loyalty...While we say the focus isn't on metrics...the output is clearly going to naturally produce enviable results.
We can all relate to the significant enhanced support experience when the rep we meet is confident, informed and passionate about solving my problem. Thanks Tiffani Bova for the reminder of the huge investment being made to raise the bar in CX.