For a CX leader, don’t hire from within your industry

There’s a meme going around LinkedIn these days about a job posting that requires of the ideal candidate experience that’s physically impossible:  a history of use of a platform or programming language that’s longer than the language’s existence in the first place.  There’s even been a mocking job posting put up with a cascade of similar impossibilities as requirements.

But that led me to thinking:  As I’ve written about before, I sometimes browse through job postings on LinkedIn and Glassdoor in the CX field.  What I mentioned in that previous post was how disparate the actual jobs are that are all listed as “CX” in some way or another.  But the joke about a job requirement for experience that’s literally impossible to have acquired set off a bell in my mind that reminded me of another thing a lot of these CX job postings have in common:  They almost universally require extensive experience in the hiring company’s industry. (more…)

By | 2020-09-17T13:33:10+00:00 September 17th, 2020|Categories: CX Culture, CX Jobs, CX Thoughts, Leadership|0 Comments

Dynamism over products or services

There are articles all over the place and books overloading shelves in the business section of the stores having to do with strategies and branding.  One of the theories that I find appealing is that, when it comes to strategies and visions and missions, it’s important to leave your products or services out of these guiding statements altogether.  A company that determines its goodness or place in the lives of its Customers based simply on what they produce or do is missing a bigger piece of the puzzle:  Why a Customer should care in the first place.

It has repercussions on the ground:  If you make men’s shoes, that’s great.  But your brand and your vision should likely be more than simply, “we make good/great shoes.”  One reason for this is if the maker of “good/great shoes” were to go out of business tomorrow, a competitor would simply come in and buy up whatever is left of value—be it the supply chain, the raw materials, the cobblers (or elves?), the brand logo—and run on with whatever they’d been doing all along regardless of any greater purpose the recently out-of-business company may have had.  In short, the erstwhile shoe maker wouldn’t be missed. (more…)

By | 2020-09-03T14:51:39+00:00 September 3rd, 2020|Categories: CX Culture, CX Strategy, CX Thoughts, Leadership|0 Comments

Building a Customer-centric culture

Here is the final post in a series about building a world-class CX program in your organization.  I introduced the component parts here, expounded on aligning your CX strategy here, delved into the Voice of the Customer here, and showed how to put it into action with your Process Engineering program here.  Now it’s on to building and supporting a Customer-centric culture.

“Well, culture’s a tricky one.”  So a guru once said to me about this ever-important aspect of corporate success.  And it’s obviously true.  HR departments and ‘climate committees’ spend lots of time and energy spinning up theories and ideas about how to improve and foster a great corporate culture.  It’s one of those things that’s easy to identify if it’s absent, but it’s challenging to identify steps toward achieving. (more…)

By | 2020-08-19T14:54:33+00:00 August 19th, 2020|Categories: CX Culture, CX Strategy, CX Thoughts, Leadership|0 Comments

“Treat your employees right” is more than just ‘feel-good’ rhetoric

The world of CX is covered in platitudes and clichés. I don’t say that to denigrate it as a field of study and practice (quite the opposite), but rather just to acknowledge it so as to better combat empty words in favor of making actual impacts. Sometimes clichés are clichés because they’re right.

One of those sayings that make the rounds all the time is, “if you take care of your employees, they’ll take care of your Customers.” There are variations but in the end the gist is that not only is good employee engagement vital to good CX, some even seem to think it’s the key; perhaps even that that’s all it takes. Oversimplifying the concept, however, is a bad idea (isn’t it always?).
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By | 2020-07-28T15:21:45+00:00 July 28th, 2020|Categories: CX Culture, CX Thoughts, Leadership|0 Comments