Waleed AlHamdan’s Post

I said it before, and I say it again, the most gratifying aspect of being a CX consultant is to see companies listen to and implement the advise and suggestions that come as a result of the CX Diagnosis I perform. Becoming customer centric is not easy, it takes leadership, courage, hard work, but overall, it takes the compromise from the top down in an organization to focus on the customer. This week in particular, it brought a smile to my face and a true sense of satisfaction and pride to see several of my customers implement the CX initiatives I provided to them. #cx #customerexperience #experienciacliente #unlockingthepowerofcx

Experienced CX professionals know the 4 CX traps every company must avoid: 1️⃣ Do not listen what your customers want to tell you. “You know better!”; 2️⃣ Listen but do not believe - "It is not what it looks like”; 3️⃣ Believe but do not act. “Too less people (i.e. only 15 responses). They might misinterpret something.”; 4️⃣ Do not listen and believe to your employees. “They are just looking for excuses….”. If you experience such a setback or any of these traps it clearly shows that CX maturity of your organisation is very low and definitely more systematic approach would be needed if you what to effectively address the Customer eXperience subject. #CX #CustomereXperience #cxpro.me ___________________ ❤️Love if you like this ♻ Repost to inspire someone in your network 🔔Follow me and also visit my cxpro.me/blog for more CX inspirations

Happy CX Day! The theme for this year is “Good CX delivers better outcomes for customers, employees, and organizations.” Customer-centric organizations and advocates are bringing this theme to life by researching success stories and demonstrable facts that spotlight the real-world return on investment of customer experience as a business strategy. At the #CreditUnion we must promote a culture centered on our members, always listening and taking action to improve member experiences and retain our members for a lifetime. The power of CX Day lies in how we leverage it to inspire our teams and elevate our leadership. Time to celebrate the incredible profession of Customer Experience (CX) Management!

Celebrate CX Day with Us—Two Workshops, One Goal: Customer Experience Excellence 🚀 CX Day 2024 is more than just a celebration—it’s an opportunity to grow, learn, and transform your customer experience strategy! 🎟️ The Power of Words: Elevating Customer Experience with Clear, Caring, and Compelling Language 🗓️ 1 October 2024 | Free Workshop Learn how to harness the power of language to build relationships, solve problems, and elevate every interaction with your customers. 🎟️ How to Be Influential: Build Meaningful Connections & Cultivate Trust 🗓️ 1 October 2024 | Free Workshop Ready to deepen your influence? This workshop will teach you how to forge authentic connections and build trust with both customers and colleagues—leading to stronger, long-lasting relationships. 🔥 CX Day is your moment to shine—join us for one (or both!) of these impactful sessions. Register via the links in the comments below! #CXDayCelebration #InfluenceAndConnection #CustomerExperienceTransformation #LeadershipDevelopment

🌟 "CX is about what you put in, not what you take out." 🌟 This statement from our Managing Director, Christopher Brooks echoes the ethos we embrace at Lexden — a philosophy directed not just towards profit but towards fostering meaningful change in the realm of Customer Experience (CX). We are committed to collaborating with enlightened leaders, those visionaries who understand that true success lies in reshaping the landscape of CX, not merely for short-term gains but for the lasting improvement and satisfaction of the customer. Our shared belief is centred on elevating the customer journey, seeking innovative solutions, and implementing strategies that genuinely enhance experiences. It's about forging a path towards sustained, meaningful change that prioritizes the customer's needs, desires, and satisfaction above all else. #EnlightenedLeaders #CXTransformation #CustomerCentricity #MeaningfulChange #LongTermValue

Imagine a world where every customer interaction feels valued, understood, and effortless. That's the power of a customer-centric CX team. Here's how I've built teams that consistently deliver exceptional experiences: Obsess Over Understanding Customers: We don't just react, we anticipate. We analyze data, gather feedback, and understand customer journeys to provide solutions proactively. Empowerment with a Customer Focus: Our team members are equipped to solve problems creatively. Their decisions are driven by the customer's best interest, not scripts. The Human Touch at Every Turn: Data helps guide us, but genuine empathy is key. Active listening, personalized communication, and a willingness to go the extra mile build lasting connections. Learning from Every Interaction: Feedback is our fuel! We actively seek customer input, analyze trends, and use those insights to continuously improve the customer journey. By putting the customer at the heart of everything we do, we create brand advocates, not just satisfied customers. #customercentric #cx #leadership #customeradvocacy #voicesofthecustomer #customerhappiness #teamworkmakesthedreamwork #loyaltybuilding

The conflict between EX and CX In last weeks paid master class with John Sanei he touched on CX vs EX and the conflict that can happen, Working with many clients in the region and experiencing it myself as a sales person, People know they need to automate but it isnt that simple! With the best intentions in the world, this is affecting both the employee experience and the customer experience. Build a table, 1 column is CX the other is EX, define the journey and see where there is conflict and maybe areas you need to focus on to improve. #cx #ex #masterclass #customerexperience #process

Everyone is watching everyone else, from employers and employees to customers. We are all traceable and trackable. While technology has undoubtedly enhanced our lives, it has also intensified the scrutiny on CX. Every interaction, good or bad, can be instantly shared and amplified, putting immense pressure on businesses to deliver exceptional service at all times. Customer feedback is no longer confined to private channels; it's often broadcast publicly. Every customer journey is under the microscope, and brands are accountable to the court of public opinion. Delivering exceptional CX is no longer just a goal; it's a necessity for survival. #CX #EX #customerexperience #employeeexperience #customerfeedback

What were my key outcomes after conducting 10x CX Workshops to 200 Gillies employees? 1.      Customer Experience is different to Customer Service 2.      Every customer and employee have a different perspective of what great looks like 3.      It is critical to develop and communicate a strong company culture 4.      Employee experience is crucial and helps drive customer experience 5.      Develop a customer-first mindset 6.      Manage company change with enthusiasm and passion 7.      Actively listen to customer and employee feedback 8.      Be trustworthy in everything you do for customers 9.      Treat customers as individuals, like human beings 10.  Make it easy and effortless for customers to do business with you 11.  Understand customers circumstances and show empathy 12.  Manage, meet and exceed customer expectations 13.  Put things right when they go wrong 14.  Be mindful of the whole customer journey What else would you add? JC CX Click my name + follow + 🔔 #cx #customerexperience #customercentric #culture #customerservice #workshops

Consistency in CX: Building Trust Through Habit 🔑 Trust is built on consistency. In Atomic Habits, James Clear explains how systems, not goals, lead to long-term success. In the world of Customer Experience, this means creating consistent, reliable interactions at every touchpoint. At Zeekr, we don’t rely on short-term fixes; we build systems that ensure every customer interaction is smooth, consistent, and memorable. It’s those daily habits—quick response times, personalized care, and proactive problem-solving—that make customers come back, again and again. Let’s focus on building habits that elevate our CX systems, not just today, but every day. What’s one habit in your CX process that you rely on for consistency? #CX #AtomicHabits #SystemsOverGoals #ConsistencyMatters #CustomerLoyalty