Wie teilen Sie die Erfolgsgeschichten Ihrer Customer Experience Culture?

Depending on your company and the goals they have for Customer Success, you can track important metrics such as Customer Satisfaction, Customer Lifetime Value and Churn Rate. In my opinion, one of the important metrics to track is Customer Success attributed revenue, which is when you’ve built a solid relationship with your customers, where they see you as their trusted advisor. You will be able to recommend new products or services that meet their business needs long term and increase their lifetime value.

Sharing success stories is crucial as it fosters a culture of continuous learning among employees, promoting knowledge exchange and collaboration. This practice not only showcases achievements but also provides insights into the strategies that led to success, inspiring and motivating team members to strive for excellence. Additionally, it reinforces a sense of unity and pride within the team, ultimately contributing to a positive and dynamic work culture.

In my experience, setting clear goals and metrics, such as NPS and CSAT, was important for sharing CX culture success stories. As we focused on improving customer loyalty, we tracked these metrics and saw a significant positive shift. When sharing these successes, we highlighted specific actions taken and lessons learned, making the stories actionable and inspiring for the team.

Starting with desired behaviours and working backwards to set goals is a practical goal setting strategy. By identifying desired behaviours that epitomise excellent CX, such as empathy, promptness, and personalised engagement, organisations can reverse-engineer their objectives to cultivate these actions. This approach ensures that goals are not just numbers to hit but pathways to embedding a culture that prioritises customer satisfaction and loyalty. To me, it's about shaping a customer-centric ethos from the ground up, where every goal directly enhances the quality of interaction in the moment of need. Next consider items like company mission and values, statistical significance, achievability and actionability. Then simplify.

Before telling success stories about our customer experience, it's important to set clear goals and metrics. Sharing these stories is vital because it helps create a culture of continuous learning among employees. It encourages knowledge exchange and collaboration, contributing to a positive and dynamic work environment, aligning with the company's goals for Customer Success.

Consider who needs to hear your story; how and why you want them to know this story; whether you want them to share it with others; and what you want them to do as a result of this story. The answers to those questions will inform channels and formats. For example, if you want employees to know this as an testament to your focus on customer-centricity, you could partner with HR to consider the best moments in the employee experience and the ideal formats to support learning. That might lead to a video or panel discussion in an upcoming townhall versus a public-facing social media post that employees may or may not see. On the other hand, if you want customers to know about this, you could develop a case study and pitch it to trade media.

Diversity in customer communication channels ensures broader reach and engagement. For internal audiences, I've found that workshops, intranet posts and newsletters are effective. For external stakeholders, case studies, blogs and social media platforms offer a wider reach. The format also matters; visual content like infographics and short videos can make the success stories more engaging and easier to digest.

É crucial empregar estratégias que destaquem de maneira convincente os benefícios tangíveis de práticas centradas no cliente. Depoimentos impactantes, estudos de caso detalhados e vídeos envolventes que ilustrem de forma clara e persuasiva a positiva correlação entre a abordagem centrada no cliente e experiências satisfatórias. Esse enfoque não apenas valida as práticas adotadas, mas também reforça que a empresa está comprometida em atender às necessidades e superar as expectativas dos seus clientes.

Engaging in the channels your customers frequent is crucial for delivering exceptional CX and achieving meaningful goals. This approach ensures accessibility and fosters seamless communication and engagement. Whether it’s voice, social media, email, or live chat, aligning with customer preferences shows responsiveness and adaptability, which are key to building trust and loyalty. It's about meeting customers where they are and making interactions convenient and tailored. This approach enhances satisfaction and strengthens brand perception, driving positive business outcomes through improved customer engagement and delivers an accurate measure of your CX. Channels continue to evolve, so this is not a set and forget approach.

Connecting through customer-preferred channels like voice, social media, email, or live chat is essential for exceptional customer experience. Choosing the right channel not only shows adaptability but also builds trust and loyalty. Consider factors like message nature and target audience for effective communication. This tailored approach demonstrates a commitment to meeting customer needs, contributing to overall success in customer experience initiatives

People can struggle finding stories, because they search for over-the-top "hero" stories. For example, one company shared the story of helping a customer who had lost their home in a flood. Yet these moments rarely happen. The flood story was compelling, but not actionable. Focus instead on finding stories that highlight everyday examples. That same company created stories around everyday actions that improved quality. These stories lacked the emotional impact of the flood story, but they were *more* inspirational because they influenced employees everyday work.

Often we are assisted in crafting the most amazing CX stories because experiences are noticed by a leader or monumented through tangible ways such as online reviews, interactions with the customer (phone/email) and even "old-fashioned" thank you notes. Those are fantastic, but what about the stories left unspoken or unnoticed? Setting up systematic ways to capture the authentic everyday heroics of our front line team members is where the storytelling magic happens. Engaging in regular story-sharing through daily stand-ups or setting up a Slack channel to post stories brings awareness to the importance of the little details that make a big impact on customer experience.

1. Se debe destacar casos donde la atención personalizada hizo la diferencia, utilizar plataformas digitales como redes sociales y blogs corporativos para relatar experiencias reales de clientes satisfechos. - Publicar testimonios, fotos de productos en uso y narrativas detalladas, destaca la autenticidad de las interacciones y muestra cómo las soluciones resuelven problemas específicos. 2. Integro estas historias de éxito en presentaciones de ventas y material promocional, comparto casos relevantes que ilustran cómo hemos superado desafíos y superado expectativas. - Incorporar datos tangibles, como mejoras en los tiempos de entrega o índices de satisfacción, refuerza aún más el impacto positivo de nuestras soluciones en la CX. #RG

Make sure that the stories you choose to highlight actually represent a good execution of your company policies and processes. It's tempting to focus on the stories where someone goes 'the extra mile' or makes an exception but the goal of sharing stories is to show that the policies you implemented work, so showcasing examples where they are bypassed isn't going to help in the long run.

Crafting a captivating story involves weaving in elements of challenge, solution, result, benefit, and lesson. Think of it like this: What was the problem or opportunity? What action was taken? What outcome or impact occurred? What value was delivered? And what valuable lesson or insight emerged? It's the magic recipe to grab attention, stir emotions, and inspire action from your audience.

Try some twists in engagement with interactive Q&A sessions, webinars and live discussions that can significantly boost engagement. Encouraging feedback and ideas from the audience can also foster a culture of continuous improvement.

Culture permeates every organisational action, acting as the underlying essence that shapes behaviours, decisions, and interactions. Your shared values, beliefs, and norms guide how employees engage with each other, customers, and stakeholders. This cultural backdrop influences CX, EX, and overall business performance. Every action, whether a customer service call, a marketing campaign, a sales conversation or an internal collaboration. They all reflect and reinforce your company culture, goals, and metrics, underlining their importance in driving cohesive, aligned, and purposeful efforts towards achieving your business goals.

1. Implementar estrategias interactivas en redes sociales, como la creación de hashtags específicos, desafíos mensuales, alentando a los clientes a compartir sus experiencias, esto permite que la audiencia vea sus propias historias reflejadas en las de otros, fortaleciendo así el sentido de pertenencia. 2. Desarrollo de plataformas, foros o secciones en el sitio web, donde los clientes pueden contar sus experiencias de manera más detallada, para hacer preguntas y obtener respuestas de otros miembros de la comunidad, adicional reconocer y celebrar estas contribuciones mediante la creación de "clientes del mes" o testimonios destacados en canales informativos. #RG

Make your audience a part of your customer experience journey by asking questions and seeking their thoughts. Encourage feedback to enhance our culture and invite them to share, like, or comment on our stories. Their participation matters! By sharing success stories, we communicate our vision and values, building trust with customers and motivating our team. Follow these tips to create stories that highlight our customer experience culture and propel us toward our business goals.

You spark curiosity with a simple question, "What's your unforgettable customer service moment?" Suddenly, the comments section lights up like stars in the night sky—stories, ideas, and feedback flow in, creating a vibrant tapestry of shared experiences. Then, you throw down a challenge: "Share your story, and let's celebrate the unsung heroes of customer service together!" You're not just talking at your audience; you're talking with them, transforming passive readers into active participants in your narrative.

A key consideration is the element of surprise. Sometimes, the most impactful stories are the unexpected ones. I recall a moment when a frontline employee went above and beyond to solve a customer's issue creatively. It wasn't part of a scripted success story but showcased genuine dedication to our CX culture. So, embracing and highlighting these spontaneous instances can add a delightful layer to your narrative, making it more authentic and resonant with your audience.

You post candid snapshots of your team in action, accompanied by captions that reveal the heart and hustle that goes into every customer interaction. It’s not just about the big wins but also about the small gestures, the late-night problem-solving sessions, and the team huddles that turn challenges into triumphs.

Empower and encourage the team to recognize their peers for great behavior that upholds the cultural ideals. The stories that comes from the team are often the most rich and engage both the submitter and the person being recognized. Great way to foster teaming and reciprocity to grow the culture, without the potential bottleneck of having to always be identified by leadership.