Last year, Temkin Group had a great time celebrating CX Day. This year, CX Day will be held on October 3rd and we’re planning another exciting celebration.
Temkin Group has labelled 2017 The Year of Purpose for customer experience. As you’ll see below, we’re continuing that theme in our CX Day plans:
The bottom line: Join Temkin Group in celebrating CX Day 2017!
Last year, Temkin Group had a great time celebrating CX Day. This year, CX Day will be held on October 5th and we’re planning another exciting celebration.
Temkin Group has labelled 2016 The Year of the Emotion for customer experience. As you’ll see below, we’re continuing that theme in our CX Day plans:
The bottom line: Join Temkin Group in celebrating CX Day 2016!
Last year, Temkin Group had a great time celebrating CX Day. This year, CX Day will be held on October 6th (1st Tuesday in October) and we’re planning another great celebration.
Temkin Group has labelled 2015 as the Year of the Employee for customer experience. As you’ll see below, we’re continuing that theme in our plans for CX Day 2015:
The bottom line: Join Temkin Group in celebrating CX Day 2015!
As part of Customer Experience Day, I interviewed Mercedes-Benz USA (MBUSA) CEO Steve Cannon on a CXPA.org webinar called Customer Experience from the C-Suite. Cannon was energetic and informative in describing how MBUSA has infused a strong sense of CX across its organization as well as across the company’s network of 375 dealership franchisees.
One of the highlights of the webinar was when Cannon said that “customer experience is the new marketing” and is critical for fulfilling MBUSA’s brand promise, The Best or Nothing.
Here are some other highlights and lessons from the webinar:
- The CEO plays a critical role in CX. Cannon was clear on the role of the CEO in driving CX across the organization. “If the CEO doesn’t take CX personally, he’s not going to be able to convince people that it isn’t just the flavor of the month.” He called himself the “Chief conversation starter” and “Chief Evangelist.” Cannon mentioned that CX is a topic in every single town hall and when he visits a facility, he says, “Don’t give me a facility tour, give me a customer experience tour.” (Related: CX Mistake #1: Faking Executive Commitment).
- Change takes focused leadership. Cannon pointed out that historically; CX resided in too many siloes (sales, marketing, presales, etc) across MBUSA. One of the first thing Steve did was reorganize around CX, carve CX out of different business units and put them together in one unit with a General Manager who reports directly to him. (Related: State of CX Management, 2014).
- Alignment is well worth the investment of time. When CX became the MBUSA’s main objective, the executive team went offsite and spent two days debating and critically examining the organization’s CX—where they were coming from and where they were going. This meeting incorporated the voices of General Managers into MBUSA’s CX plans, making them what Cannon called “co-architects.” Afterwards, Cannon held similar meeting with the next two levels of leaders across the company. (Related: WL Gore Succeeds Without Employees).
- It all starts with employee engagement. Cannon said that Employee Engagement is a precursor to CX. Cannon stated that “MBUSA is committed to investing in people because they are the only ones who can create great CX.” And Cannon is investing in this area. He discussed the company’s Immersion Program. Over the next few years, 26,000 employees will visit the MBUSA plant in Alabama and go through a learning journey that includes driving cars and visiting the company’s brand center. (Related: The Untapped Value of Employee Engagement (Infographic)).
- CX is about culture, not a veneer. Cannon mentioned that great leaders create culture that creates great customer experience. That’s why Cannon is so proud of MBUSA leadership academy. He said that CX is in the DNA of the MBUSA, and is its higher calling. (Related: Driving Customer Experience Transformation, Made Simple).
- “Satisfaction isn’t enough.” Cannon stated that any company can satisfy customers just by operational excellence and performing a transaction right. Instead of satisfaction, MBUSA wants to delight its customers. To measure this objective, MBUSA is changing its metrics to include Net Promoter Score within a basket of other metrics. (Related: Customer Effort, Net Promoter, And Thoughts About CX Metrics).
- Engage your channel partners. Cannon was clear that dealers have the ability to amplify, accentuate, or marginalize everything MBUSA does. He explained that 2.5 points out of the 5.5 points of performance bonus that dealers can earn are related to delivering great customer experience, which results in a $40 million customer experience payout across dealers. Cannon was proud of the “Drive a Start Home” program that provides dealer employees with a Mercedes-Benz to drive for two days. (Related: Our B2B content plus an upcoming report on B2B2C CX).
Check out last year’s webinar with Dan Hesse, CEO of Sprint.
The bottom line: CX leaderships requires executive leaders like Steve Cannon.
Have you been to the CXPA’s Insight Exchange or to one of our local networking events? They’re great. Why? Because CX professionals are a fantastic bunch of people. If you haven’t been to one of those events, then I highly urge that you do so in the future.
CX professionals are a happy group. In Temkin Group’s research, State of the CX Profession, 2014 (which is free for CXPA members), we found that 98% of CX professionals agree with the statement “customer experience is a great profession to be in.” Let’s face it, CX professionals are a fun, engaging community!
If we can create a lot of positive energy from pulling together dozens of CX professionals, think about the power of pulling together thousands or 10’s of thousands of them. That’s why we created Customer Experience Day (CX Day).
CX Day will be celebrated this year on October 7th (the first Tuesday in October). Last year was the first year of CX Day and it was a huge success. I expect that this year’s CX Day celebration will be even bigger and better. Make sure to visit the CXDay.org site to see all of the plans.
As you can probably tell, I’m a huge fan of CX Day. Yes, I’m a bit biased. While I pushed for the creation of CX Day, I truly believe that it is an important holiday for all CX professionals. Here are the top five reasons why I love CX Day
- It shines a light on CX professionals. Every day across the world, CX professionals are doing amazing things to improve their organizations. The CX Impact Awards will recognize some of those wonderful people, but the entire day allows all of us to feel good about what we do.
- It raises the visibility of customer experience. Our research shows that customer experience correlates to customer loyalty. That’s no surprise to CX professionals, but it’s important for a broader audience of leaders to understand the value of CX. All of the CX Day celebrations will help build awareness and our webinar with Mercedes-Benz USA’s CEO will hopefully show other senior executives why they should care about CX.
- It provides a reason to engage your organization. CX is a team effort, which is dependent on almost everyone in an organization. Lots of companies held internal parties and other celebrations to engage all their employees, either as a way to thank them or to help them understand the importance of CX. There’s a wide array of ways that companies can hold internal CX Day celebrations.
- It provides a reason to engage your customers. CX Day is a great opportunity to connect with your customers and bring them into the celebration. While you should appreciate customers every day, CX Day is an opportunity to provide them with a little extra love. This year we’ve even created an #IHeartCustomers” logo, which will be used in a fun social media campaign. Temkin Group has created an array of activities to show our thanks for everyone who follows our research.
- It reminds me of how proud I am of the CXPA. Making CX Day come to life requires a lot of effort from a lot of people. We have dozens of volunteers across the world who are working together to make CX Day a success. This large-scale collaboration is only possible because of the CXPA’s ability to provide leadership and instill a common purpose for its members.
If you’re a CX professional, then CX Day is YOUR HOLIDAY! Visit CXDay.org and find ways to join in the celebration.
The bottom line: Mark CX Day on your calendar for October 7th!
Yesterday I passed the exam to become a Certified Customer Experience Professional (CCXP). Hip hip hooray!
Since I’m very excited about this for many different reasons across a variety of dimensions, I decided to share the top 10 reasons I’m proud to be a CCXP:
- We finally have a vendor-agnostic, independently-governed professional certification to recognize the many great people who work in the field of customer experience.
- I like the way my name looks with “CCXP” at the end of it.
- The CCXP establishes a common framework around six competencies required to succeed in the CX profession: Customer-Centric Culture, Voice of the Customer, Customer Insight, and Understanding, Organizational Adoption and Accountability, Customer Experience Strategy, Experience Design, Improvement, and Innovation, Metrics, Measurement, and ROI.
- I get giddy whenever I pass any test.
- The CCXP will bring additional credibility to the entire profession, making it more common for leaders in organizations to recognize that they “need to hire some CX professionals.”
- It would have been totally embarrassing if I had failed, because Parrish and I edited all of the questions.
- The CCXP will help sustain organizations’ focus and spending on CX, because executives will recognize that CX is an important discipline and not a fad.
- I can now match credentials with my friends who are doctors, lawyers, and accountants.
- The CCXP will encourage professionals to build and maintain their expertise at a high level, which will raise the overall quality of output from CX professionals.
- I’m proud of the Customer Experience Professionals Association (CXPA.org) for driving this forward and making it come to fruition. I remember the moment that the board of directors decided that certification was a key priority, it was at the CXPA Insight Exchange in San Diego two years ago. Since that moment, a lot of people have volunteered their time and energy to make the CCXP a reality. It’s a wonderful accomplishment for the entire CXPA community.
The bottom line: I’m proud to be Bruce Temkin, CCXP
I just returned from London; it’s a great city. I learned to love it during a semester I spent at the London Business School many years ago. This visit was a combination of Temkin Group work, CXPA.org business, and vacation with my wife. As always, London delivered a great experience.
Here are some random thoughts from my visit:
- Customer experience is alive and well in the UK. One of the main purposes of my trip to London was to attend a local networking event of the Customer Experience Professionals Association and to discuss ways in which we can expand in the UK. It was a great session hosted by Thomson Reuters, full of many passionate customer experience professionals. I have to give a shout out to Rachel Buckley, Alan Woollam, and Marcio Rodrigues for putting together such a fantastic event. I am confident that the CXPA will continue to blossom in the UK.
- London theater is great. Even the expensive tickets for a top show are well below the prices we pay on Broadway. We went to see Charlie and the Chocolate Factory (very good show, wonderful staging, although the first act dragged a bit) and Once (outstanding show, lots of energy from the cast). Here’s a picture of the cast jamming on stage before the show began.
- You can walk and walk and walk in London. We relied on the Tube to periodically drop us in the right neighborhood, but we mostly walked the entire time we were in London. We thoroughly enjoyed taking walking tours with London Walks. The guides were knowledgeable, kept a good pace, and were thoughtful enough to keep us out of the sun during the unusually hot days. The walks were all about two hours and met right outside of a Tube stop. We really enjoyed the Famous Square Mile, Old Westminster, and The Old Jewish Quarter walks. I’m not sure why we don’t walk around our neighborhood the way that we did in London.
- Oliver Cromwell was an interesting chap. Besides our walking tours, we went to the typical attractions such as Westminster Abbey, Tower of London, and Buckingham Palace. Oliver Cromwell stood out on many of our stops. During our walk by Parliament, which has a prominent statue of Cromwell, we heard about how he lead the charge to remove the monarchy in the mid 1600s and had King Charles I beheaded in 1649. At the Tower of London, we found out that he had melted all of the historical crown jewels, so you can only see crown jewels from later monarchies (King Charles II came to power, restoring royal rule in 1660). During our Jewish walk, we found that Cromwell’s tolerance allowed the Jewish community to come back into London. We also saw where he was initially buried (it’s long story) at Westminster Abbey.
- We had an excellent food visit. As a student in London, I ate a lot of cheap fish and chips and pub sandwiches and never thought much of British food. But we actually had some really good meals during this visit. We booked many of them through Toptable, which is almost a mirror of Open Table (which we use all the time in the U.S.). Our favorite meals were at Bill’s (we had two great breakfasts and a casual dinner), PJ’s Bar & Grill (where we got 50% off the food on Sunday night), Heliot Restaurant, Lounge & Bar (which is in the Hippodrome, my old dance club hangout), Nopi (with it’s well known chef Yotam Ottolenghi). Here’s our first course at Nopi…
- The Tube is, uniquely, the Tube. You can get just about anywhere in London by Tube, it’s the best subway system I’ve ever seen in terms of covering a large city. Of course, you can sometimes walk for what seems like miles trying to make a connection between lines in a station. As the temperatures rise in London, however, the Tube becomes much less appealing. It was quite uncomfortable on some of the more crowded lines.
- No baby prince(ss). William and Kate were due to have a baby during our visit, but it never happened. While it might have been nice to be in London when the new royal was born, it would also have been a bit chaotic, especially anywhere near St Mary’s hospital. And, I’m pretty sure we aren’t on the “A” list of visitors to view the baby.
The bottom line: I look forward to going back to London soon
I just finished two fantastic days in San Diego at the gorgeous Hotel Del Coronado for the CXPA Members Insight Exchange. As with last year’s event, there was a ton of energy throughout the two days. And there should be. We’ve just crossed 1,500 members and there are great things going on across the Customer Experience Professionals Association (CXPA).
Here’s one of the slides that we used to kick off the event that provides a good sense of what the CXPA is all about:
Since Jeanne Bliss and I were leading the event, I did not get to see all of the sessions. But here are some of my observations from what I was able to take in:
- It’s easy to grow apart from your customers. Simon Lowe, Director, Field Operations discussed a phase of growth where 1-800-GET-JUNK ran into problems. His assessment: “The bigger and faster we grew, the further away we became from our customers. Our customers became ‘jobs.’” Ray Davis, CEO of UmPQUA bank, had this to say about the topic: ” Bureaucracy and processes take over when you grow for growth’s sake, and that’s the kiss of death.”
- Even junk can drive loyalty. Lowe talked about how 1-800-GOT-JUNK ran into some problems after a fast growth spurt. The company realized that “Loyalty comes from listening and acting on the feedback given.” They also found that “Satisfied customers will not grow our business. Loyal, enthusiastic raving ‘promoters’ grow businesses.” They looked at how many customers repeated business with them in from 2010 to 2011: 4% of detractors, 8% of passives, and 18% of promoters.
- Life is empty without purpose. Neff Hudson, USAA’s AVP of Emerging Channels, discussed one of USAA’s three pillars: “Make it about a bigger vision.” The company’s mission it at the heart of all it does: “…facilitate the financial security of its members, associates, and their families through provision of a full range of highly competitive financial products and services…” Ingrid Lindberg from Prime Therapeutics shared this thought: “Everyone wants to be part of something bigger, but you have to help them figure out how they fit.”
- Engage thy employees. Davis says that UMPQUA’s front line employees “make every and any decisions on customer service.” He also said “if you empower people and have their backs, they won’t abuse it. If a few do, then you just need to get rid of them.” Anna Elwood, Director of Operations at medical visit scheduling company ZocDoc, talked about how her company’s performance reviews are focused on “living the values.” Lowe says this about 1-800-GOT-JUNK: “To differentiate our customer experience, first we improved our relationship with our employees.” Andrew Smith, VP of Customer Experience and Strategy at Signature HealthCARE talked about how his company is embedding its service values in hiring, on-boarding, training, daily stand-up meetings, and almost all elements of its human resource efforts.
- Mobile, mobile, did I mention mobile? Many speakers mentioned the current or upcoming impact that mobile will have on their business. Hudson provided some compelling numbers for USAA: Between 2011 and 2016, USAA expects the volume of mobile interactions to grow from 192 million to over 1 billion, and represent over half of all USAA interactions. As a matter of fact, the company expects digital interactions to be around 20x its traditional call center volume in that timeframe.
- You can’t know your customer well enough. One of USAA’s three pillars is “know our members.” And they do. Hudson talked about how a member may call in to change his address, but the reps are trained to understand “why” and deal with bigger issues. If the call is from a soldier who is about to be deployed, then the rep might check to see if the member has thought about items such as a will, power of attorney, and life insurance. The rep might even put a hold on the member’s car insurance, so he doesn’t have to pay if it’s not going to be used while he’s deployed. Lowe from 1-800-GOT-JUNK said “loyalty comes from listening and acting on the feedback given.” The company has identified that customers are interested in different value statements, so it teaches employees to recognize and sell towards that value statement.
- CX innovation is blossoming. Throughout the event, we heard from CX practitioners who are finding new ways to help their organizations build loyalty by delivering outstanding experiences. For instance, the “Member Show & Tell” highlighted 16 different tools that members are successfully using. We also announced the 2012 CX Innovation Award winners: Copart, Fidelity Investments, ICW Group, Memorial Health Systems, PHH, UnitedHealth Group (congratulations!). These companies were judged as the best out of almost 100 nominations. We also heard from six vendors that were selected from nominees to participate in vendor innovation presentations: Allegiance, Confirmit, Ipsos Loyalty, PeriscopeIQ, PwC Advisory Services, and The Service Profit Chain Institute.
- CX professionals can shake their booties. A great group of highly engaged attendees dug into the content, shared with each other, and took every opportunity to have fun. Then we took it out to the beach for letting loose with drinks, fire pits, and S’mores. On the second day, we got most of the group to stand up and dance to the CXPA’s newest theme song “C-X-P-A.”
- We have great volunteers.As a non-profit organization, we are reliant on our members to give their time. And many of them have done fantastic work for the association. We gave a special shout out to those member for their great dedication: Dorsey McGlone, Kim Proctor, Desirree Madison-Biggs, Erin Kelly, Amy McCarty, Yvonne Nomizu, Karl Sharicz, Daryl Travis, and Michelle Romanica. In addition, we awarded three members with the 2012 “CXPA Extra Mile” award: Mike Wittenstein, Dawna MacLean, and Diane Simmons (congratulations!).
- This is YOUR CXPA. With 1,500 members in its community, the CXPA has established itself as THE professional association for customer experience professionals. This non-profit organization is already helping members learn share best practices, network with each other, and raise the visibility of CX as a thriving, critical professional discipline. We become stronger and more valuable for the entire community as we grow, so join us.
Here’s a scene from the “Show & Tell” session where attendees rotated across tables as practitioners discussed CX tools that they use.
Here’s a scene from the beach party:
You can catch some of the action on the CXPA’s YouTube Channel.
The bottom line: Don’t miss next year’s CXPA Members Insight Exchange
There are many customer experience events, and several of them are very good. But I want to make the case for joining us at the Customer Experience Professionals Association (CXPA.org) Members Insight Exchange on June 19 & 20 in San Diego at the Del Coronado.
In case you don’t know about the CXPA, it’s a non-profit organization dedicated to the long-term success of customer experience professionals. Here are my top 8 reasons for joining us:
- Learning. Hear best practices from great speakers and during highly interactive sessions.
- Networking. Meet customer experience professionals from different industries and regions.
- Sharing. Let other people know about your successes and challenges, helping to improve the entire profession.
- Experiencing. Participate in an exciting agenda that’s filled with educational sessions, networking events, an “unconference” session and some other surprises.
- Building. Help shape the CXPA’s agenda and make it a powerful asset for you and the entire profession.
- Innovating. Learn about the CXPA’s first annual CX Innovation Award winners and see presentations from a specially selected group of innovative vendors.
- Beaching. Enjoy the beautiful setting of the Del Coronado on the beach in San Diego.
- Belonging. Join your peers in the CXPA who are investing their time to make you and other customer experience professionals successful.
The bottom line: Don’t miss this great event!