36 Customer Experience Lessons

From The Journey to WOW

The Amazon bestselling Journey to WOW brings these 36 essential customer experience lessons to life:

27 Customer Experience Lessons from Madeleine

Numbers don’t always tell the right story
Data is useless when disconnected from the human experience
Don’t bother measuring things if you aren’t prepared to make changes
CX needs to be actively championed at the top
You can’t understand your customer experience without experiencing like your customer
CX is created by policies, processes, practices, people, product and presence.
You can’t get the right answers until you ask the right questions
You can’t get the right answers until you ask the right people
Don’t ask questions that are important to your business, ask questions that are important to your customers
You need to lose the arrogance you don’t know you have
The only perspectives about your business that matters are those of your customers
You can’t change people’s opinions if you don’t understand them
Audit your cx the same way you would audit your financials.
Your internal customer experience is as important as your external customer experience
Care more about your customers than you do their wallets.
If your customer service isn’t consistent, it can’t be outstanding
Create standards of excellence in customer experience
Link customer service training directly to actual performance expectations
A shift from profit-focus to customer-focus increases your profits
Your people need the right skills – and the right mindsets – to create a customer-focused culture
It’s amazing how different a company looks when everything is focused on the customer
You can’t say ‘I’ll be loyal to you only if you are loyal to me.’ That’s not loyalty — that’s a contract
Wow experiences are created when you take ownership
Wow happens when you focus on individuals and create unexpected positive outcomes
Loyalty is created by doing the right thing for the right reasons
Being loyal to customers is like any other investment. There’s a risk, but the payoff can be huge
Think of customers one individual at a time, and how you can make a difference in their lives

4 Customer Experience Lessons from Avi

There is no end to the journey of creating a culture of outstanding customer experience
Customer experience is a moving target, with customers’ expectations changing and increasing every day
It is the very moment at which one believes they have mastered customer experience that they begin the slide to mediocrity
There can be no compromise in how we treat each other and our customers

5 Leadership Lessons from Avi's Garden

Plant The Right Seed
Help Things Grow
Always Track Progress
Don’t Allow Weeds
Provide Sunshine