Customer Experience – Grandma’s Test


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As we were conducting the CEM Certification event this week ( I was approached by one of the participants with an interesting question. “I am trying to explain to my grandmother what do I do for a living” he said. “How would you explain customer experience to a grandmother?” he asked. I was not 1005 sure if the grandmother was a metaphor or a real situation. Either way I felt that it will be interesting to describe customer experience at the level of simplify that everyone (including the CEO) will understand.
All participants gave it a try with terms like Creating memories and exceptional interactions. All these ideas were cool but did not seem to pass the grandma’s test. My last pass was “Manager of keeping our promises to customers”. Keeping promises is a simple a to the point idea. Everyone agree that promises should not be broken. Everyone agree that you should not make a promise unless you keep it. And many of us through measurements programs, innovation and process redesign try to get the organization too deliver on its promises. What do you think? Do you agree with the term? Any other creative ideas?

Lior Arussy
One of the world’s authorities on customer experience, customer centricity, and transformation, Lior Arussy delivers results. His strategic framework converts organizations from product- to customer-centricity. It is drawn from his work with some of the world’s leading brands: Mercedes-Benz, Royal Caribbean, Delta Air Lines, MasterCard, Novo Nordisk, Walmart and more.Arussy is also the author of seven books, including Next Is Now (May 2018)


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