In CX, you get to eat dessert first. Seriously!
Let me explain.
My kitchen is my domain.
I love to cook.
I love the spontaneity, the unscripted process, the lack of structure, the opportunity for creativity.
And, of course, I like a nice plate of Pasta Puttanesca.
Itโs like Jazz. Or Improv. You adjust as you go. You play it by ear.
And yetโฆ.
I DO NOT love to bake. Luckily, my business partner Beth Karawan, does! (Sheโs that Donut Friday girl)
I donโt like the precision required, the exact temperature, all the rules. Itโs too confining for me.
But, of course, I still like a nice key lime pie.
Itโs like a MATH formula. You have to create the foundation and its important to get that right.
๐ฆ๐ผโฆ๐ช๐ต๐ฎ๐โ๐ ๐๐ต๐ฒ ๐๐ข๐ก๐ก๐๐๐ง๐๐ข๐ก ๐๐ผ ๐๐ซ?
Iโve found that to consistently deliver really good Customer Experiences requires both approachesโฆand you have to start with BAKINGโฆbefore you do any COOKING. (Yes, I said to eat dessert first).
The CX Baking Scenario looks like this, nice and concrete:
- Customer research
- VoC
- Learning & Education
- Metrics
- Scorecards & Dashboards
While a CX Cooking Scenario looks like this, a lot more abstract:
- Understanding the why
- Ideation and redesign
- Storytelling
- Champion program
- Test and learn
- Cross-functional collaboration
- Company Culture
๐๐ฒ๐ฟ๐ฒโ๐ ๐๐ต๐ฒ ๐ง๐ฅ๐จ๐ง๐: The mix of cooking and baking is different for every organization. Most organizations need quite a bit of BAKING before they move on to COOKING. Here are some rules of thumb.
- Your brand personality. The more casual you are, the more COOKING is allowed.
- Your products. Simple products can handle more COOKING. Complex products need more BAKING.
- Your size. Bigger companies need more BAKING. Smaller companies can handle more COOKING.
- Your industry. The more regulated, complex or unionized you are, the more BAKING youโll need.
Life is the best classroom to test out your recipes.
What does your Pie Chart look like?
Are you cooking?
Are you baking?
Are you doing both?
In what order?
Or do you need to order inโฆ.ImprintCX delivers!
๐๐๐๐๐ผ๐บ๐ฒ๐ฟ ๐ฒ๐
๐ฝ๐ฒ๐ฟ๐ถ๐ฒ๐ป๐ฐ๐ฒ ๐ถ๐ ๐ฎ ๐ ๐๐ก๐๐ฆ๐๐ง ๐๐ต๐ฎ๐ ๐ฑ๐ฟ๐ถ๐๐ฒ๐ ๐ด๐ฟ๐ผ๐๐๐ต. ๐๐ณ ๐๐ต๐ถ๐ ๐ฟ๐ฒ๐๐ผ๐ป๐ฎ๐๐ฒ๐, ๐น๐ฒ๐โ๐ ๐๐ฎ๐น๐ธ