Happy CX day to all of our customer-driven friends! Take this day to celebrate your wins, re-energize yourself knowing that you’re making a difference for your customers, and shrug off all the haters. You’ve got this! 🤘💪
Mindset CX
Business Consulting and Services
We promise to change the way you think about your customers!
About us
We believe that Customer Experience isn't a single person, group, or department in an organization; it's a mindset. When you focus your efforts towards embracing and living the CX Mindset, where you are driven by the explicit and latent needs of your customers, value for both your customers and your organization follows. The relationship is simple: the more value you provide for your customers, the more value your organization receives in return. That's why here at Mindset CX, we promise to change the way you think about your customers!
- Website
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www.mindsetcx.com
External link for Mindset CX
- Industry
- Business Consulting and Services
- Company size
- 2-10 employees
- Type
- Partnership
- Specialties
- CX Strategy, Customer Understanding, CX Transformation, Organizational Change Management, VoC Strategy, VoC Program Creation, Survey Development, Implementation, and Management, Experience Design, Eliciting Customer Emotions, and Customer Experience Management
Employees at Mindset CX
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Risa Lovell, MS-CXM
MS-CXM, CX Strategist, Experience Design Enthusiast, Inspirational Servant Leader, Learning and Development, Change Management
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Michael Yodice, MS-CXM
An articulate CX leader with a track record of success in customer experience management and team leadership innovation
Updates
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If you as a company leader want your employees to be loyal to you, don’t do things like this. #leadership #businesstips #loyalty
GM just announced a $4.4 billion quarterly profit and more than 1,000 layoffs. A worker who was laid off via security denying him entry to the office summed it up: "We are nothing but numbers to them, fat to be trimmed off in the pursuit of the almighty dollar. We were not even given the common decency to say goodbye, just thrown onto the curb like useless trash."
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This is a great example of transactional surveying done well- check it out!
Copper Mountain Resort recovers and teaches a lesson about #VoC #CX #CXLeaders #GettingCXRight
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This is a great example of transactional surveying done well- check it out!
Copper Mountain Resort recovers and teaches a lesson about #VoC #CX #CXLeaders #GettingCXRight
Getting CX Right: Copper Mountain Resort
Nicholas 🎙 Zeisler on LinkedIn
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Check out this article from Bryan Wassel about the new standards being created and crowdsourced by some big names in CX! Coming together to create a shared set of standards is going to be a good thing for the CX space. What do you think about this? Let us know!
Bain & Company, Kantar and Qualtrics to to establish new global standards for businesses that will help companies link CX efforts to brand growth. The effort consolidates measurement tools from each of the companies, including Bain's Net Promoter Score, to create a framework that goes beyond simple metrics for measuring customer satisfaction to establish a foundation for benchmarking entire customer experience strategies. “CX is the single most important driver of business growth,” Kantar's Rob Huijboom told CX Dive. “If that’s the case, then where the heck are the standards?" The companies are soliciting feedback on the standards through Aug. 1, and the finalized framework will be launched on Oct. 1. https://lnkd.in/gQRJi_Nr
NPS creator Bain & Co. joins Kantar, Qualtrics to reinvent CX standards
customerexperiencedive.com
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Wednesday Word of the Day: Community Merriam-Webster defines community as a unified body of individuals such as: a. People with common interests living in a particular area b. People with a common characteristic or interest living together within a larger society c. Person of common and especially professional interests scattered through a larger society d. Group linked by a common policy You get the picture 😉 As we move out of the industrial age, businesses must evolve beyond their primary objective of maximizing profits. Customers expect businesses to prioritize and reinvest in their communities environmentally, ethically, philanthropically, and economically. Business leaders have a new level of responsibility to their communities. If you take the time and put in the effort to start working on this now, you'll be far ahead of the curve and can start reaping the benefits of this focus sooner than your competitors! #cx #mindsetcx #businesstips #leadership #business #customerdriven #customercentric
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The updated corporate purpose, part 3: Provide value to the community Business do not operate in a vacuum. They operate in the same places that their employees and the rest of society does: communities. As people are expected by society to be general good stewards of the communities they live in, so, too, are the companies that exist and operate in these communities. This is where the third part of the updated corporate purpose comes in, where company leaders need to provide benefits to their communities. The thing is, though, that customers also demand that company leaders provide benefits to their communities. A 2019 Aflac survey sheds light on a few eye-opening customer beliefs: -83% of customers believe making the world a better place is a more important responsibility for companies than making money for its shareholders -77% of customers are motivated to purchase from companies that show they are committed to making the world a better place -78% of customers are very (55%) or somewhat (20%) likely to stop using a company that contributed to an environmental disaster (https://lnkd.in/dB72F2G) When you provide benefits to your community, your customers will provide benefits for you! #cx #customerexperience #business #customerdriven #cxstrategy #mindset #cxmindset #mindsetcx
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Augie Ray hit the nail on the head with this post! Are you doing things TO or FOR your customers? The difference seems small, but is, in reality, huge! #leadership #cx #businesstips #mindset #customerexperience
Expert in Customer Experience (CX) & Voice of the Customer (VoC) practices. Tracking COVID-19 and its continuing impact on health, the economy & business.
I see many customer-hostile strategies masquerading as #CustomerExperience initiatives. A simple question can reveal the difference: Are you doing something TO or FOR the customer? If you are doing something TO the customer to deliver rapid benefits for the organization, that's not #CX. To be clear, you may have some customer-centric attributes as part of those projects, but that doesn't make it CX. For example, you may desire to improve digital self-service to reduce call volumes, and as part of that, your goal would likely be to execute it with the most effortless and intuitive user experience. That's great, but this is not a customer-centric initiative if the primary objectives and measures are all around decreasing calls and saving money. (If, however, your goal is to improve self-service primarily to improve customer satisfaction and secondarily to reduce costs, that puts the FOR before the TO.) This is why that simple question is so powerful. How much money, time, and resources are dedicated to doing something TO the customer at your organization? And how much is FOR the customer? TO the customer: Product changes that decrease costs to improve margin FOR the customer: Product changes that resolve customer struggles and friction TO the customer: Next Best Actions designed to increase purchase frequency FOR the customer: Next Best Actions to provide what customers want and need, regardless of immediate sales outcomes TO the customer: Website changes to improve conversion rates FOR the customer: Website changes that lift satisfaction scores and help customers derive more value It shouldn't need to be said, but customer-centricity is a crucial element of CX strategies that deliver satisfied and loyal customers willing to advocate for your brand. The essential thing that makes a customer experience project a customer experience project is whether your goals, measures, and intents are oriented to doing something FOR (and not TO) the customer. Both approaches are ultimately good for the company's bottom line. Projects designed to deliver immediate financial outcomes are good for business, but so are projects that strengthen customer relationships. The former may deliver faster and more direct benefits, but the latter are essential for improving customer retention, loyalty, reputation, and lifetime value. Doing something FOR the customer doesn't mean putting their needs above your company's needs. It just requires you to recognize that long-term brand value is not built by transactions but by customer trust, perception, satisfaction, and affinity. The difference between once-great brands that are still great versus those that end up in the dustbin is their ability to balance what they do TO customers with what they do FOR customers.
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Wednesday Word of the Day: Churn Employee churn is the voluntary and involuntary attrition and turnover of your workforce. It is estimated that losing an employee can cost a company 1.5 to 2 times the employee's annual salary. (builtin.com) In addition to the cost to replace the employee, losses incurred include: - Lost productivity and knowledge - Additional workload piled onto other employees - Negative perception of the organization - Disruption to the culture What are you doing to reduce employee churn? Is this part of your overall business strategy? Are you proactive about employee churn, or are you reacting to it? Let us know in the comments! #cx #leadership #employeeexperience #business #strategy #cxstrategy
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Tuesday Talk The updated corporate purpose, part 2: Provide value to employees People inside the CX industry come to understand a long-forgotten relationship early on in their careers: a great employee experience is the bedrock and foundation of great customer experiences. Who designs the websites that customers interact with? Who is answering the phone calls and emails that come in when customers need help? Who creates the processes that your people follow to help the company run well? The answer is simple: employees. "But Mindset CX, we PAY our people! We expect them to do a great job in exchange for that pay; isn't that enough?" No, it's not. Paying your employees gets them only to do their jobs; any expectation for more is wishful thinking and disingenuous. Providing them a fantastic experience while working for you is the difference between people simply doing their job and people doing a GREAT job, being proud of working for you, and wanting to go the extra mile for their customers & their company! #cx #cxmindset #businesstips #leadership #business #cxleadership #customerdriven #employeeexperience #ex
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