🚙Traveling yesterday and today (Tempe, AZ to Texas road trip with my son coming home from university) which always nets #CX observations for me. I think it often comes down to these three things...
1. đź‘‚Listen and đź› Act. What are your customers telling you through their actions, calls, social media, interactions with your front line...and what are you actively doing about it?
2. 👟 #Empathy but more tactically have you lived in your customers’ shoes? Have you checked in to the 🏨 late at night? Have you done your 🛫 boarding process? Have you eaten at your quick serve restaurant in a town far away from you HQ? If not, you don’t truly know your customers. (BTW...I’ve had mostly great experiences this trip thankfully! Shoutout out to Hampton Inn by Hilton in Santa Rosa, NM.)
3. ⚙️ #Process matters. If you only do it well once, you delight one but fail thousands of others. Your great experience design only works if it is repeatable and sustainable by those who have to do it.