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Saw this sign when walking into work yesterday. Made me think about employee experience and how disconnected “corporate” guidelines can be from the front line.
A few thoughts came to mind:
1. The employees were given a task/requirement/goal but weren’t given the resources to do this without “breaking the rule“
2. The employees weren’t told “why” the rule was vitally important
3. “Management” doesn’t appear to care enough about the rule to audit or enforce it which leads employees to realize that it’s not important
4. A culture gets set up where employees think “corporate has no idea what we do” so they have to create ways to make things work for them “on the ground”
5. Perhaps if "management" had added a 4th exclamation point. Maybe then the rule would've worked. 😆
CX Isn't Just Fluffernutter
#CX isn't just fluffernutter. Getting it right results in real $ impact as demonstrated by this recent Qualtrics graphic. That's why I lead my intro with "I help customer focused clients increase #revenue..." My heart LOVES knowing that I'm helping create great #customerexperience for real people but that's combined with my brain KNOWING it's resulting in real bottom line results.
I know I've altered my spending patterns based on experience and I suspect you have as well.
It's easy to be bold in the future…
While it still feels weird to call myself an #entrepreneur, I suppose starting a #CX consulting company (of one) fits that bill. Sometimes, I get asked for tips or how I went about things. There are a ton of tactical elements I had to learn (and am STILL learning) but I often return to one thought, especially when I'm stuck on moving from idea to #execution...
It's easy to be #bold in the future. True #boldness comes from being bold today.
Stop "Survey and Score" | Start TotalVOC
Friday CX musing for you...It happened again. I'm no longer surprised, but I'm always disappointed. Companies need TotalVOC, not this survey and score mentality.
Yesterday, another classic example of a #CX fail. Not bad service. Not rude employees. Nope, it was #SurveyGaming...
At the end of picking up my car from a maintenance visit, I was asked "If you aren't able to give us 10 stars on the survey, please let me know now so I can help you get to a 10 star experience."
I smiled (well...my eyes did...I had my mask on) said good-bye and headed on my way. A few thoughts on the drive home.
1. It's not the employee's fault. Too often a company places too much focus on "the number" and "getting that score up" that employees fear for their career success if it's not a 10. If you tell your team that their career is on the line if the score isn't higher than X, what do you think they'd do?! You bet they're pushing for those "10s".
2. A score is irrelevant by itself...and even worse...a false indicator of experience when it's gamed. The goal should never be a number; it should be a great #customerexperience Companies creating this environment aren't truly working on experience. They're just padding a score and for what reason?
Stop the survey and score mentality. Start TotalVOC.