A Customer Experience Carol


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This is my favorite time of the year. Christmas is such a magical holiday filled with wonderful stories and memorable moments!

I love all of the holiday classics (stories and movies), especially those that make us pause for a moment to reflect not only on who we are but also on who we want to become. This holds true both for us as individuals and for companies/brands.

Have you read or watched A Christmas Carol yet this holiday season? It’s a classic written by Charles Dickens with the intent of bringing attention to the plight of the poor, while in the end also creating a wonderful celebration of both Christmas and the ultimate good of the human spirit. (Warning: I’m a hopeless romantic!)

In the story, we witness Ebeneezer Scrooge’s transformation as a result of visits by three spirits who show him who he was, how he became who he is now, and who he has yet to become. No doubt a scary experience for anyone who might partake in such a ghostly journey!

Of course, you know that I’m not just writing to tell you about this story but about how it relates to the customer experience.

Have you taken such a journey for your business? What would you learn from each of these visits?

Ghost of Customers Past: Would he show you that: you’ve failed to focus on the employee experience? you’ve hired the wrong people? your company failed to be customer-centric and customer focused? your leadership is misguided? your customer experience was dreadful?

Ghost of Customers Present: Would you see a crumbling organization with high turnover, low employee engagement, dissatisfied customers, and executives who still don’t get it?

Ghost of Customers Yet to Come (Future): Does your organization/brand end up suffering the same fate as Blockbuster, Kodak, Borders, or any of these other Ten Brands That Will Disappear in 2013?

Before it’s too late, before another year begins, take that journey. Reflect on what has gone right and what has gone wrong with your customer experience this year and in the past. Begin with mapping the customer journey and taking a good, hard look at what happens at every step along the way. Believe me – if you haven’t does this yet, it’s an eye-opener!

Change your future now. Start putting a plan in place to change the course of your organization. It’s no easy task, but taking a step in the right direction is where you must start. If you have skeptical leadership, have them read this post about Truly Human Leadership and watch Bob Chapman’s TedX video. I think Bob could’ve turned around Scrooge’s “Bah Humbug!” attitude in no time!

It is good to have an end to journey toward, but it is the journey that matters in the end. -Hemingway

Republished with author's permission from original post.

Annette Franz
Annette Franz is founder and Chief Experience Officer of CX Journey Inc. She is an internationally recognized customer experience thought leader, coach, consultant, and speaker. She has 25+ years of experience in helping companies understand their employees and customers in order to identify what makes for a great experience and what drives retention, satisfaction, and engagement. She's sharing this knowledge and experience in her first book, Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business).


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