100 Customer Experience Tips in 105 Characters (Or Less)

I’ve decided to take on a personal challenge: Tweeting (@btemkin) a new customer experience tip for 100 straight days.

100CXtips_v2After accounting for the overhead in each tweet (like links back to this post), I’m only left with about 105 characters. Hopefully I can keep up the pace and pack insight into that limited space. I’ll be using the hashtag, #CXtip, so you can follow me on twitter (or just keep coming back to this post).

The tips will cover the four customer experience core competencies: Purposeful Leadership (PL), Compelling Brand Values (CBV), Employee Engagement (EE) and Customer Connectedness (CC).

Here are the 100 #CX Tips:

  • #CXtip 1Examine #insights for #customers’ journeys, not for individual, siloed interactions. (CC)
  • #CXtip 2: Engaged employees are extremely valuable assets. They’re worth even more of your investment. (EE)
  • #CXtip 3: You can’t fake it. Assume that customers & employees will always figure out what’s real & act accordingly. (PL)
  • #CXtip 4: Great #brands are built on making, embracing & keeping promises, so be clear about your #customer promises. (CBV)
  • #CXtip 5: #CustExp encompasses success, effort, & emotion. They all impact loyalty, but #emotion rules. (CC)
  • #CXtip 6: Don’t waste customers’ time asking them questions unless you are prepared to act on what they say. (CC)
  • #CXtip 7: #Employees are more #engaged when you ask for their feedback and act upon what they say. (EE)
  • #CXtip 8: Build commitment by appealing to #employees’ hearts, shared values & intrinsic motivations. (PL)
  • #CXtip 9: Not all customers are the same. Stop treating them as if they are. Think of using #personas. (CC)
  • #CXtip 10: What people experience is not what they remember; so take advantage of how people remember things (CC)

  • #CXtip 11: Prioritize #CustomerExperience investments on areas that will help keep your #brand promises. (CBV)
  • #CXtip 12: Regularly do something to #engage #employees in #CX ~ story sharing, learning, team celebrations (EE)
  • #CXtip 13: Activate your promoters (don’t just focus on detractors); they’re likely happy to help. (CC)
  • #CXtip 14: Make sure people understand “why” things need to change before talking about the “what” & “how” (PL)
  • #CXtip 15: Helping #employees achieve personal goals in turn helps the company achieve its goals. (EE)
  • #CXtip 16: Don’t launch #marketing campaigns unless #employees #believe you can keep implicit & explicit #promises. (CBV)
  • #CXtip 17: Shift your #VoC focus from multiple-choice to unstructured questions; they’re more actionable. (CC)
  • #CXtip 18: Driving #CustomerExperience transformation is more about #culture change than interaction #design. (PL)
  • #CXtip 19: People make most decisions based on intuitive, unconscious heuristics. Design for those biases. (CC)
  • #CXtip 20: Middle managers are caught between future visions & current operations. Solicit their input & support. (EE)
  • #CXtip 21: Branding is about communicating a story, while a #brand represents your fundamental beliefs. (CBV)
  • #CXtip 22: Don’t bother customers with questions that you should know the answers to – use the data you have! (CC)
  • #CXtip 23: Make sure your hiring and onboarding processes embed your values within new employees. (EE)
  • #CXtip 24: Feedback isn’t the only (nor necessarily the best) source of #customer insights. Examine #behaviors. (CC)
  • #CXtip 25: Compensation only becomes a problem with employees when their intrinsic needs aren’t being met. (EE)
  • #CXtip 26: Every interaction is a chance to build or break your #brand. If “We Care,” then it should show. (CBV)
  • #CXtip 27: Endings have a disproportional impact on how experiences are remembered; so #design them. (CC)
  • #CXtip 28: Large investments to improve #CustExp often fail unless you #design the little things that matter. (CC)
  • #CXtip 29: Want significant #CustomerExperience improvement? Execs must commit to alter how they run the business. (PL)
  • #CXtip 30: Purposeful #leaders instill a clear sense of direction; where the org and everyone in it is headed. (PL)
  • #CXtip 31: Have front-line #employees attend cross-functional meetings to share what they hear from customers. (EE)
  • #CXtip 32: All employees need to understand the customer – including back office and non-customer facing. (EE)
  • #CXtip 33: Want to better understand customers? Do less quantitative and more qualitative research. (CC)
  • #CXtip 34: Your #brand is determined by how you treat #customers, not by how you tell them they’ll be treated. (CBV)
  • #CXtip 35: To know what’s truly important, look at the agendas for the executive team’s staff meetings. (PL)
  • #CXtip 36: How many of projects would have been more successful with less communications? Communicate more! (PL)
  • #CXtip 37: Embed values into supporting practices like hiring, training, daily routines, and reward programs. (EE)
  • #CXtip 38: Customer familiarity breeds alignment, so talk more about customers’ needs & wants, less about yours. (CC)
  • #CXtip 39: Want to drive culture change, then you’ll need to explicitly activate middle managers. (EE)
  • #CXtip 40: Reinforce desired #CX behaviors with team celebrations and peer-to-peer recognition. (EE)
  • #CXtip 41: Help employees understand the organization’s values by being clear and consistent. (PL)
  • #CXtip 42: Learn from #WaltDisney: “Do what you do so well that they want to see it again & bring their friends.” (CBV)
  • #CXtip 43: If you want #employees to support your vision, then craft & repeat a simple, compelling message. (PL)
  • #CXtip 44: When employees feel like they’re contributing to the company’s success, they contribute even more. (EE)
  • #CXtip 45: Great #leaders provide a compelling #vision for the future, not a long list of action items. (PL)
  • #CXtip 46: Inspire employees to do the right thing, don’t just control them from doing the wrong things. (EE)
  • #CXtip 47: Communicate priorities with your actions, not your emails. What are your decisions really telling people? (PL)
  • #CXtip 48: Adopt 5 I’s for #engaging #employees: Inspire, Involve, Inform, Instruct, and Incent. (EE)
  • #CXtip 49: Your #brand is an asset that is jointly owned between you and your #customers. (CBV)
  • #CXtip 50: Make sure every #employee understands his/her role in keeping promises to #customers. (CBV)
  • #CXtip 51: #CX success comes from consistently delivering on #brand promises that resonate with #customers. (CBV)
  • #CXtip 52: Share stories about how employees across the company (not just frontliners) are keeping brand promises. (EE)
  • #CXtip 53: Purposeful #leaders #motivate others to do their best work. (PL)
  • #CXtip 54: Your #brand is your identity. Make sure #customers (& #employees) know what you stand for. (CBV)
  • #CXtip 55: Every interaction creates a personal reaction. #Design experiences for specific segments or #personas. (CC)
  • #CXtip 56: #Brand promises are more than your company’s mission. They’re a commitment to your #customer. (CBV)
  • #CXtip 57: If #employees don’t know where they’re heading, then they require turn by turn instructions. (EE)
  • #CXtip 58: #Employees can’t be expected to keep #brand promises if they don’t know what they are. (CBV)
  • #CXtip 59: Unengaged employees don’t create engaged customers, so #CX success start with #engaged #employees. (EE)
  • #CXtip 60: #CMO’s should spend at least as much time communicating the #brand internally as they do externally. (CBV)
  • #CXtip 61: Your role as a #leader is to help everyone else make good decisions. (PL)
  • #CXtip 62: Build #customer #insights capabilities to fuel a myriad of small decisions, not just a few big ones. (CC)
  • #CXtip 63: If you want #culture change, then YOU must change. Model the behaviors that you want to see. (PL)
  • #CXtip 64: If you always maximize short-term goals, then you can’t ask employees to build long-term #loyalty. (PL)
  • #CXtip 65: Customer #metrics are never THE answer. Use #CX metrics to drive improvement, not to keep score. (CC)
  • #CXtip 66: People are instinctively self-centered, even u & me. Use #customer #insight & stories to break biases. (CC)
  • #CXtip 67: Your #brand promises should speak to #customers. Try completing this sentence: We promise to… (CBV)
  • #CXtip 68: Celebrate #CustomerExperience successes, don’t just focus on the challenges and issue. (EE)
  • #CXtip 69: Want to motivate people, show #appreciation for what they’ve been doing. Ask them what they’re proud of. (PL)
  • #CXtip 70: Interactions with your company represent only a small portion of a #customer’s overall #journey. (CC)
  • #CXtip 71: Engage #employees by having them be a part of solving problems and creating better experiences. (EE)
  • #CXtip 72: #Stories are more powerful than charts. Spend less than 25% of your presentation time on #data. (CC)
  • #CXtip 73: Great #brands ooze from the inside out; good #marketing reinforces the org’s true raison d’être. (CBV)
  • #CXtip 74: #HumanResources organizations should treat #employee #engagement as a core mission. (EE)
  • #CXtip 75: Use a #CX ambassadors program to enlist support from #employees across the organization. (EE)
  • #CXtip 76: Want to improve #CX? Don’t just listen to #customers…involve #employees in the solution! (EE)
  • #CXtip 77: Share & celebrate #employee success stories and use them to inspire desired behaviors in others. (EE)
  • #CXtip 78: Support #employees w/ training, coaching, & feedback to help them deliver brand promises to customers. (CBV)
  • #CXtip 79: #Employees are more #engaged when they’re #inspired by their company’s mission. (EE)
  • #CXtip 80: Learn from this fact: Many more efforts fail from under-communication than from over-communication. (PL)
  • #CXtip 81A #leader’s (clear) #values are critical for aligning the myriad of decisions that their people make. (PL)
  • #CXtip 82: #Motivate #employees by enhancing intrinsic rewards of purpose, control, progress, and competence. (EE)
  • #CXtip 83: Build a closed-loop #employee #feedback system, the same way you shoud be doing with #customers. (EE)
  • #CXtip 84: Hold yourself accountable for keeping #customer #promises. Why aren’t you measuring it?!? (CBV)
  • #CXtip 85: Encourage peer-to-peer praise and #recognition to build strong relationships among #employees. (EE)
  • #CXtip 86: #CustomerExperience is a reflection of #culture & operating #processes. They’re the source of great #CX. (PL)
  • #CXtip 87: #Leaders must #communicate key messages consistently & persistently so they’re heard & understood. (PL)
  • #CXtip 88: Focus efforts on the interactions that have the biggest impact on #loyalty, the moments of truth. (CC)
  • #CXtip 89: Every group in the company should define how it will help the firm deliver on its #brand promises. (CBV)
  • #CXtip 90: #ContactCenters hold a wealth of untapped #insights about #customers; tap into it. (CC)
  • #CXtip 91: Fixing issues doesn’t build #loyalty, it just lessens disloyalty. Find & enhance what builds loyalty. (CC)
  • #CXtip 92: Employees do what is measured, incented, and celebrated, so don’t blame people, change their environment. (EE)
  • #CXtip 93: When designing #surveys, always prioritize improving for the future over comparing with the past. (CC)
  • #CXtip 94: #Leaders need to create a #positive and compelling view of the future to motivate behaviors. (PL)
  • CXtip 95: Your #brand is an asset that you jointly own with your #customers. Treat them as partners. (CBV)
  • #CXtip 96: Get the right #data to people with business context, and they don’t need statistical significance. (CC)
  • #CXtip 97: Don’t try to listen everywhere, focus on the places where you’re most prepared to act on what you hear. (CC)
  • #CXtip 98: Have #leaders take #customer calls to build customer understanding & #empathy. (PL)
  • #CXtip 99: #CustomerExperience #success requires strong #leadership, #brand, #employees & #customer #insights. (PL)
  • #CXtip 100: #CustomerExperience #transformation isn’t easy. Stay positive & #celebrate #successes along the way. (PL)

I did it!

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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