This article is part of our Customer Experience Hub — a collection of articles that explore the architecture, practices, and mindset behind great CX.
It’s also part of our Being Human Series — reflections on empathy, values, and how we are experienced by others at work.
I Was Having a Relaxed Lunch at McDonald’s
I was outside in the sunshine at a McDonald’s in Singapore.
As I looked around, many empty tables were covered with dirty trays — even though there was a convenient return station on the patio.
First I thought of my Mom.
She would never have allowed us to leave trash behind us for others to clean up (thanks Mom).
Then I shifted my thinking over to Customer Experience.
Would a Customer Experience professional leave their tray behind?
It’s Not What You Say, It’s What You Do
If you want to know the health of the tree, examine the fruit. — A biblical teaching
Still sitting at McDonald’s, sipping my Coke, I took out some paper and jotted down the behaviors I think Customer Experience professionals display in their daily lives.
In today’s parlance, their authentic selves — behaviors that happen even when no one is watching.
Did you clear your tray at the food court or fast food restaurant even if someone else is paid to do that?
If you did that’s cool. It shows you have humility.
It’s hard to imagine that folks who have too much pride to clear their own trays are able to put someone else front and centre in their thinking.
It also shows you have empathy.
When you see a lot of dirty trays lying around, you probably think – my goodness the poor staff who has to come out and clean this all up.
Let me do my part to help.
Humility & empathy. Check.
In the last week did you read an article, crack open a book, watch a video, or attend a class?
If you did that’s cool.
Customer Experience is fascinating in part because of the depth and breadth of the subject matter.
No one can know everything about Customer Experience – and that means there’s always something new to learn.
Your once a year seminar? Well that’s nice.
Do you brush your teeth once a year? Wash your car once a year?
I think the best Customer Experience professionals regularly read, watch, interact and listen to content that beefs up their know-how and perspectives.
In the last month, did you give or post a compliment?
Great Customer Experience people look for the ‘good’ in what they experience.
The lady at the salad counter at the grocery store, the bus driver, the Contact Center Advisor that helped you untangle a sticky problem.
The shampoo that really worked.
Organizations and people love to hear from you when they do good.
Complaints are easy. Anyone can complain.
But identifying the good in what you see — and taking the time and effort to salute that is so cool. That’s how you celebrate what’s going well in your organization too.
Did you recently visit an art gallery, read a non-work related book, or attend a concert?
If so that’s cool.
If you can’t imagine it, you can’t have it. — Oprah Winfrey
Delivering a great Customer Experience takes imagination.
And the arts, in any form, serve as food for the imagination.
If you’re all work, work, work your perspective shrinks, your ability to connect the dots diminishes and your experience of the world becomes a bit more grey.
Did you do what you said you would do?
So you RSVP’d yes for the party — but you didn’t go.
You said you would help your neighbor out with clearing the rubbish — but you got busy at work.
You told your friend you would meet them for coffee, but something came up.
It’s hard to deliver a consistent experience for Customers if you don’t do what you said you would do. And doing what you said you would do begins in your own personal life.
Reliability matters in CX. If we don’t do what we say we’ll do, we shouldn’t be surprised when Customers lose trust.
Did you write an article, give a talk, speak on a podcast, or share a story in your company Town Hall?
I read an article that stated that less than 1% of LinkedIn Members publish their own content.
That made me sad.
But I bet if you took that analysis down to the Customer Experience profession, you’d see a much higher percentage contribution.
That’s because the best Customer Experience professionals share.
And there are so many ways to share:
- Write an article
- Write a post
- Share a story
- Give a talk
- Participate on a panel
- Mentor someone
Because the best Customer Experience professionals don’t just talk about CX — they model it in their daily lives.
Thank You for Reading
I regularly share stories, strategies, and insights from our work across Contact Centers, Customer Service, and Customer Experience. If this resonates, I’d love to stay connected.
You can drop me a line anytime, or subscribe on our site.
Daniel Ord
[email protected]
www.omnitouchinternational.com
