Is your CX strategy aligned with your brand promise?

  • Do you go “above and beyond” trying to blow the minds of your Customers?

  • Or are you simply and straightforwardly dedicated to your Brand Promise in such a way that that dedication shows up, even in the little things your team members do every day?

I’ve noticed that, when I write about CX or speak with other CX professionals, I often tend to append my anecdotes about my own experiences with something like, “Well, now, this wasn’t a huge deal, but…” or, “Of course, it’s not the end of the world, but…”  I see many other CX leaders do the same thing.  I’ve written before about how CXers can be the best and the worst Customers because, while we’re sympathetic to those with whom we interact, being in the business we’re also pretty demanding from those who should know better; we recognize and call missteps out when we see them.
Do you go “above and beyond” trying to blow the minds of your Customers?

I’ve noticed that, when I write about CX or speak with other CX professionals, I often tend to append my anecdotes about my own experiences with something like, “Well, now, this wasn’t a huge deal, but…” or, “Of course, it’s not the end of the world, but…” I see many other CX leaders do the same thing. I’ve written before about how CXers can be the best and the worst Customers because, while we’re sympathetic to those with whom we interact, being in the business we’re also pretty demanding from those who should know better; we recognize and call missteps out when we see them.


Now, while I think some part behind the minimizing of our negative interactions is simply that sympathy at play, some is undoubtedly a bit of self-preservation: That could just as easily be me or my organization, making those mistakes or falling short in these small ways. While dentists, for example, have a keen eye to identify good and bad work by their professional compatriots, they’re also aware of what’s easy and what’s hard to do. Shoddy work done under the former conditions is sloppy and inexcusable, but in the latter is at least understandable. There are parallel judgments to be made in every profession, and CX is no exception.<