Hi all,
Happy Wednesday everyone! As we make our way through the workweek, it's important to take a step back and reflect on how we can improve our approach to customer experience. That's where CX Redefined comes in. With CX Redefined, you'll stay up-to-date on the latest trends, tools, and strategies for delivering top-notch customer experiences.
In today’s edition, we have for you
From the table of author - How to differentiate a great CX from a good one?
A tweet
A recommended read about why you should have complaining customers
Upcoming events
From the desk of author
What differentiates a great CX from good?
What sets apart the truly exceptional companies is their ability to go above and beyond, delivering a great CX that creates loyal customers and positive word-of-mouth. From Disney's magical theme parks to the luxurious hospitality of Taj Hotels, there are numerous examples of brands that have mastered the art of creating unforgettable customer experiences. In this blog, we will explore what differentiates a great CX from a good one and examine how these brands have been able to drive success through their customer-centric approach.
Listen to what users need
You: “when does the 3 o’clock parade start?”
Very likely, you would find a Disney employee answering “You’re in luck! It should be passing by here in 5 minutes. Would you like me to help you find a great spot so you can clearly see the parade?”
When you hear this question, you might find it to be a very simple question might not even needing an answer. But when you looking at the question behind the question, the visitor is actually tying to ask “When will the three o’clock parade pass here?”
The question has become so ubiquitous that the Disney Institute and Disney University have incorporated it into their training curriculum for new cast members. They lay a lot of focus on tone and understanding the question behind anything that a visitor asks.
The tiniest of things matter
Disney's emphasis on attention to detail is evident in every aspect of their operations, from impeccably clean facilities to carefully curated attractions. This standard of excellence sets a tone that inspires visitors to elevate their behavior and expectations. The attention to detail extends to every aspect of the Disney experience, right from clean garbage cans to well sanitized toilets, conveying a sense of confidence that this same level of quality is present in everything, even the things that aren't visible.
It is important to design the environment to support your super-focussed team. When people are within a top-quality environment, they’re nudged to bring up their behavior to meet these same standards.
The people behind the stage
During a farwell dinner for CEO of Hindustan Unilever at the Taj Mahal Palace hotel in Mumbai, a group of about 35 Taj Mumbai employees, led by banquet manager Mallika Jagad, found themselves under attack when terrorists stormed the hotel.
Despite the terrorists' rampage through the hotel, the Taj staff remained composed and attentive to guests throughout the night. Within this chaos, they constantly went around offering water and asking people if they needed anything else. The following morning, a fire in the hallway. The staff evacuated the guests first. When asked, this is what Jagad had to say, ““It was my responsibility….I may have been the youngest person in the room, but I was still doing my job,”
It is crucial for employees to have a mission that they can impact, and upon doing so, they should be able to witness and take pride in the outcomes.
Forcing someone to smile or act resulting fear of reprisal is short-lived. The real motivation comes from inside.
A tweet
yup. the only thing that nobody can steal from you and your team!
A short read
You should definitely appreciate when customers call you to complain about your product or services. That is because, firstly, it tells you that you are approachable and they hold the confidence that you can resolve the issue for them. Trust is a very important to have long term relationships. Secondly, it provides you an opportunity to turn those users into loyal fans. Here is an article which talks about how you can turn customers into loyal fans.
Upcoming events
And finally, don’t miss this world-class event (you can join online) for CX executives.
Here is the registration link
and link to the list of virtual sessions
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