The CX Edit | Deconstruct the Cool Things You See

"Deconstruct the cool things you see.

When something fascinates you, pay attention to the details. The person who thinks, "That was cool" is a consumer. The person who thinks, "How did they make something that cool?" is on the path to being a creator.

Don't just taste the recipe, look for the ingredients."

-James Clear, Author of Atomic Habits

In the business world, and maybe in our everyday self-help culture, it seems everyone wants a framework to follow, a.k.a. just give me the secret recipe for success, and I’ll implement it.

In simple terms, a business framework is a system of rules that are used to govern a process or decisions. They help ensure that the output of decisions or processes is consistent, of a high standard, and aligned with an organization's principles, values, and goals.

When seeking a CX framework, many leaders look to model after the successful CX brands most often praised in the marketplace.

A few perennial examples of tried-and-true organizations that quickly come to mind for me: Chick-fil-A, Ritz Carlton, Publix, Delta, Nordstrom, … the list I’ve researched is long! Despite the industry, the common thread are the stories we’ve all heard about the amazing lengths they go to create Raving Fans. Not a bad recipe to taste.

Some leaders may simply seek a shortcut to CX success by trying to mimic a competitor’s secret sauce and throw in a new, trendy ingredient. This recipe never ends well.

Think about trying to replicate your favorite recipe from your favorite restaurant. You may correctly assume they only buy the freshest ingredients, but you can’t reliably guess at the measurements - is it a teaspoon or a tablespoon? How long to simmer? What temperature to bake or is it broil? Good luck deconstructing the chef’s amazing leadership style and the staff’s chemistry creating a caring culture in the kitchen that comes out as love on a plate.

Fore those seeking the recipe to reliably serve customers with excellence, do what James Clear suggests and ASK: what are the ingredients of a cool CX culture recipe?

Some questions* you can ask to deconstruct the recipe:

• What systems are in place to reliably listen to the voice of the customer?
• Where are the intentionally designed touchpoints in the customer journey that truly set apart the experience?
• Who are in roles as metric creators, data crunchers and KPI leaders to measure their ongoing success and improve when necessary?
• How do they stay ahead of a rapidly changing marketplace and innovate on the experience?
• What is true and consistent about their employee culture that results in predictable outcomes for the customer?

Once you jot down a few of these ingredients, make it your own recipe for the unique experience you provide customers seeking your solution. Pro tip: the recipe needs constant taste testing. Be sure to add a dash of humility to realize your ingredients may need improvements over time.

Cheers to creating your recipe for CX success!

xo-Pam

*Confession - this is actually sort of a framework. This line of questioning follows the CXPA framework of topics to study in becoming a certified CX professional. Sneaky, I know, but it’s a recipe I follow. The ingredients are top shelf!

#CX #EX #OX #ExcellenceWins #Customer Experience