3 Ways to bridge the CX <> EX gap - without spending a dime.

HBR & The Service Profit Chain was the first article to connect CX & EX - about 15 years - ago. In 2008. In this episode of Experience Journal, we'll outline 5 practical tips for both CX and EX practitioners to start bridging the gap - and NO - it does not involve buying expensive SaaS software!

I was introduced to this by Joe Wheeler !

1. Celebrate Frontline Success

Call centers and front line folks of a company are their brand ambassadors. They also bear the brunt of all the issues for a company. When they do a great job - make sure that everyone - and yes I mean everyone in the company knows that.

A simple way of doing this is notifying an email address (it can be an email alias/group) that has all the folks in the leadership team when a customer takes a feedback survey, after a customer service interaction and a copy of the response goes to the leadership team / or the entire company. Obviously this depends on the size of the company - and the customer centricity of the organization.

Here is what we do at QuestionPro; A notification is setup to everyone gets notified when a customers gives feedback about a customer support interaction.

2. #Wins & #Kudos Channel on Slack

Have a internal slack channel that anyone can celebrate customer wins / give kudos to anyone else. This allows for recognition of work that enabled customers to be successful and happy. Do NOT have complex rules and regulations for this channel - let it grow and work organically. Here is a screenshot of our #wins/#kudos channel at QuestionPro

3. Manager Reviews with customer experience line item

I must admit, we've not 100% implemented this - but I got this idea from Barron T. Evans - and he did this while he was at Ely / Hallmark et al - where he asked HR teams to talk about ;

• One Customer Experience Interaction that employees had/loved - even if it has nothing to do with the company / product itself
• Why did they like it
• How can they bring about those ideas to their day-to-day work

This allows for HR teams to tap into the ethos of CX while doing 1-1 meetings and talk about the need for CX into the workstream. It's slow, organic - but it builds muscle! CX muscle that any organization needs!