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. 🍝

It’s like Jazz. Or Improv. You adjust as you go. You play it by ear.

And yet….

I DO NOT love to bake. Luckily, my business partner Beth Karawan, does! (She’s that Donut Friday girl)

I don’t like the precision required, the exact temperature, all the rules. It’s too confining for me.

But, of course, I still like a nice key lime pie.🥧

It’s like a MATH formula. You have to create the foundation and its important to get that right.

𝗦𝗼…𝗪𝗵𝗮𝘁’𝘀 𝘁𝗵𝗲 𝗖𝗢𝗡𝗡𝗘𝗖𝗧𝗜𝗢𝗡 𝘁𝗼 𝗖𝗫?

I’ve found that to consistently deliver really good Customer Experiences requires both approaches…and you have to start with BAKING…before 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

𝗛𝗲𝗿𝗲’𝘀 𝘁𝗵𝗲 𝗧𝗥𝗨𝗧𝗛: 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 you’ll 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 in….ImprintCX delivers!

𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝗶𝘀 𝗮 𝗠𝗜𝗡𝗗𝗦𝗘𝗧 𝘁𝗵𝗮𝘁 𝗱𝗿𝗶𝘃𝗲𝘀 𝗴𝗿𝗼𝘄𝘁𝗵. 𝗜𝗳 𝘁𝗵𝗶𝘀 𝗿𝗲𝘀𝗼𝗻𝗮𝘁𝗲𝘀, 𝗹𝗲𝘁’𝘀 𝘁𝗮𝗹𝗸❗