It's common for customer experience professionals to find themselves surrounded by the negative: how we aren't meeting customer expectations, how our experience isn't seamless or consistent, the number of detractors, why one part of the organization won't pay attention, etc. The list goes on and on.
In celebration of CX Day, I propose we shift our perspective and consider the positives, such as:
- Helping our company develop what Jay Baer refers to as Talk Triggers. Last week, at the Walker B-to-B CX Summit, Jay shared how CX professionals can help B-to-B organizations grow through word of mouth by creating Talk Triggers. Talk Triggers are unique to each organization. They are the positive aspects that customers talk about and share with their friends, colleagues, and even acquaintances. Customer experience professionals are in a prime position to help the organization identify talk triggers and put them to use.
- Focusing on the positive side of customer feedback. Last week we also heard Megan Burns talk about availability heuristics, which is the notion that "if something can be recalled, it must be important." She talked about how our personal news feed tends to be filled with negativity, so we naturally are more likely to recall the negative. Her suggestion is to create a positive news feed. For CX professionals, it's about creating a positive customer feed and sharing those stories broadly throughout the organization.
- Taking advantage of the opportunity to put the customer at the heart of all business decisions. The role of the customer experience professional is in demand. In Walker's latest release, Customers 2020: A Progress Report, we found that 95% of customer experience professionals expect the demand for customer intelligence to increase by 2020. CX professionals have a significant opportunity to create lasting impact for their organization.That's something to get excited about.
While today we celebrate CX Day, the reality is that every day is CX Day. It's an opportunity for us to consider the positives: what's going right in our customer relationships and the impact that has on our business.
Happy CX Day!