The Wall Street Journal has a daily column called “Best of the Web Today.” Its originator, James Taranto, created it as a bit of a light-hearted end-of-the-day quick-hit piece with a bit of political commentary thrown in as well. A recurring gag is to make little jokes about headlines published around the Web that, regardless of the actual story attached, sound funny or irreverent when read on their own. A meme he used a lot was to append a clever label to such headlines as, say, “Florida man critical after bout with runaway gator” pithily with: “Everyone’s a Critic”. When it comes to Customer experience, all of us CXers are, well…critics, no?
And if we’re doing it right, if we’re truly curious and hungry to learn about CX broadly, we’re actually looking for the good and the bad in our experiences with brands. Just like a food critic doesn’t want it known that the restaurant he or she is visiting is being evaluated, lest they go all out to deliver a spectacular meal just for the review, and just like a theater critic wants to (to the extent possible) see the performance through the eyes of his or her readers, we as CX professionals won’t learn much if we all treat each other better than the average Customer.
That has an upside and a downside. We as CX professionals can be the best Customers but also sometimes the worst. (more…)