As a CX leader in your organization, you know juggling multiple priorities is a challenge. One of the great obstacles we face is ensuring there is a customer-focused mindset across the organization, from the C-suite to the frontlines. We need to influence leadership, middle managers, first-line managers, and new employees to focus their mindset on the customer experience. How we approach a customer-first mindset across all levels of the organization takes discipline and a strategic approach. Embedding this Customer-first mindset requires a multifaceted approach.

Gain Leadership Commitment

Yes, at times, you will need to educate and influence senior leadership to gain their support. This sounds intimidating, but the support must be there at the top of the chart.  Try not to be intimidated. You can start by strategically building your support. Identify 3 key executive roles you’ll need to work with to advocate and convince in order to succeed. Consider these executives and their different drivers and styles. Plan your approach to them and drive the executive conversation by focusing on shared outcomes for success. You need senior Leadership to endorse and participate in your efforts. The Qualtrics XM Institute 2023 “State of CX Management Report” shows  “compared to CX laggards, CX Leaders…were more likely to report that their CX programs have significantly improved key business outcomes for their organization, including customer retention, cross-selling, employee retention, and cost reduction.”*

Act on Customer Feedback Data

Make sure you are regularly incorporating customer feedback into decision-making processes. Just collecting the data and patting yourself on the back won’t cut it, you need to analyze and use it to make decisions. Enhance your product features, streamline operations, optimize your web design, improve your internal and external communications, or focus on new training for staff. The cycle of feedback collection and action needs to be part of your DNA. The power of the data will come from measuring, iterating, and putting it into context and action steps. Customer-focused metrics (NPS, CES, etc.) should be put in the context of the business: increasing revenue, market share, or brand loyalty. You will need to have a regular system of review that leads to actionable results.

Encourage Continuous Education and Training

Education and training need to be continuous. CX can’t be something you talk about occasionally; it’s not just trendy buzzwords and jargon that you talk about a couple of times a year. Make it a part of onboarding of new staff. Incorporate E-Learning modules that focus on CX. Continue to discuss CX throughout the year, making it a regular part of meetings and discussions. Have a Customer Day or initiate customer feedback sessions.

Optimize Cross-Functional Collaboration

Break down those silos! You must create a structure around cross-functional collaboration. You will have to connect with other leaders. Use a “CX Mission Statement” or set up a “CX Action Committee” and meet Monthly or Quarterly.  Use a workshop format where you share insights, strategies, priorities, what’s getting done and not getting done, obstacles, and challenges. The goal is to foster understanding and collaboration between functions. Apple is well known for mastering this approach, allowing team members to support or challenge ideas and collectively refine their perspectives.

Enhance Employee Engagement and Recognition

Recognizing and rewarding staff for having CX first mindset is where you can foster a culture of CX. Be creative! Have a monthly or Quarterly recognition event or regular callouts for great efforts or even small bonuses or rewards can go a long way. Celebrate the small wins!

Lead by Example

CX leadership takes focus and agility. While Championing a Customer Focused mindset requires dedication and time investment, the rewards extend beyond just customer satisfaction to positively impacting employees. By prioritizing customer experiences, you enhance outcomes and foster a more fulfilling work environment. This concerted effort will lead to collective improvement in organizational performance and employee engagement. And you might just have some fun doing it along the way!

#CX #CXThoughtLeadership #Customerfocus #XM #ExperienceManagement

* “The State of CX Management”, Moira Dorsey, Bruce Temkin, and Talia Quaadgras, April 5, 2023. https://www.xminstitute.com/research/state-cx-management-2023/