I was recently in a Fidelity Investments office building in Boston and was pleased by the view in the elevator. On the inside door was this prominent graphic promoting the company’s customer experience efforts…
My take: These elevators are not typically used by clients, they’re for employees going up-and-down during the work day. What a wonderful way for the company to signal that customer experience is important. This is a great example of a tool that companies can use as part of their Employee Engagement efforts (one of the four customer experience core competencies).
Of course, it would be a mistake to just put up signage — as I highlighted with American Airlines. But I know that Fidelity is actively working on its customer experience efforts and this is part of a broader effort to engage employees.
The bottom line: Keep customer experience front-and-center up-and-down