When Delivering Great CX is Part of the Organization DNA
CX Live is about employee engagement and cultural transformation. This level of CX Maturity is all about the creation of a shared value system to encourage, empower and enable all employees to deliver optimal customer experiences throughout the organization.
At this level, HR departments leverage the established CX methodologies and engagement guides with new hire on-boarding and on-going enterprise initiatives. CX-centric Awards and incentives are in place to maximize CX focus and improvement.
Feeling the Love
With CX Live throughout your organization, the voice of the customer is in all conference and Board Rooms. This is the pinnacle. Once this level is reached there is a vibe that is not only felt across the team, but with your customers as well. They recognize you are empathetic to there needs and if you maybe can’t deliver today, they will give you the opportunity to deliver in the near future.
Customers will be loyal to you, your products, your brand. You may even begin to feel the love from them. Simon Sinek said it best, “Customers will never love the company until the employees love it first”. There are not many organizations that have made it to this level. If you are getting close, don’t rest on your laurels, as customer expectations are on the rise every day.
Want to learn more about making CX part of your organization’s DNA and realize the opportunity to reap the benefits?
Dave Lewan 