Claire Boscq , Top 3 Customer eXperience Global Gurus’ Post

✨ THANKS: A Gratitude-Based Approach to Exceptional CX ✨ As we gear up for Customer Service Week (7th - 11th October), I’m excited to share my latest blog on how gratitude can transform the way we deliver exceptional customer experiences. In this post, I explore how we can use the T.H.A.N.K.S framework: ➡️ Time for gratitude ➡️ Highlighting positive moments ➡️ Acknowledging contributions ➡️ Nurturing relationships ➡️ Practising kindness ➡️ Savouring the present By embedding gratitude in our CX strategies, we not only foster stronger connections with our customers, but we also create an empowering and appreciative culture within our teams. If you're looking for ways to elevate your customer experience during Customer Service Week (and beyond), this is a must-read! 🔗 https://lnkd.in/et5ycmPP Let’s make Customer Service Week a time to celebrate, appreciate, and transform our relationships with customers through the power of gratitude. 🙌 #CustomerExperience #Gratitude #CX #CSWeek2024 #Kindness #Leadership #CustomerLoyalty #JerseyCI #THANKS #JimKwik #CustomerService

This morning, as I sipped my coffee on a Delta Air Lines flight, I noticed something on the napkin that caught my attention: "Champion Every Journey." It got me thinking—what does it truly look like to be a champion for every customer? To me, it’s about showing up with intention, every time. Whether it’s a minor interaction or a major issue, being a champion means understanding the customer's perspective and perceptions, anticipating their future needs and empathizing with their past experiences, and delivering an experience that leaves them feeling valued. It’s about creating trust, consistency, and, most importantly, ensuring their journey is as seamless and positive as possible. With #CXDay just around the corner (October 1), this year’s theme, "Good CX delivers better outcomes for customers, employees, and organizations", feels especially timely. Championing every journey isn’t just about serving customers—it’s about building a culture that cares deeply about people, both inside and outside of the business. Let’s celebrate the teams, the innovation, and the shared commitment to putting customers first. It’s how we deliver real impact across the board. Get involved with CX Day here: https://lnkd.in/eKS496tg Customer Experience Professionals Association (CXPA) #CustomerExperience #ChampionEveryJourney #CXLeadership

November is Gratitude Month: Let's Celebrate the CX Change Agents! As we focus on gratitude this month, I'm reminded of the incredible impact that a strong customer experience (CX) can have—not just on our customers, but on our employees and entire organizations. When CX is done well, it truly is a win-win-win. It creates loyal customers, motivated employees, and thriving businesses. But none of this happens without the dedication of CX change agents—those leaders who are passionate about driving meaningful experiences and making our world better, one interaction at a time. To all of you who are out there leading your teams, advocating for better customer journeys, and pushing for excellence in every touchpoint, I want to say thank you. Your work is vital, and it really, really does matter. 💕 Gratitude is a powerful force, and as we reflect on the impact we make in CX, let's not forget to thank the people around us—customers, employees, colleagues—who help make that win-win-win possible. Thank you for being part of this journey with me and for making a difference, not just in business, but in the lives of others. #GratitudeMonth #CustomerExperience #CXChangeAgents #AttitudeOfGratitude #WinWinWin #ThankYou

Customer Experience is everything. 34% of Channel leaders showed extreme confidence in their ability to deliver a good CX, with CEOs highlighting the most confidence, and the least being that of Junior Managers. Where would you place your confidence? View the insights in the full report now: https://okt.to/Og9HFb #ChannelTrends24

In today's competitive landscape, customer experience isn't just a buzzword - it's the key differentiator between thriving and surviving. 🚀 Join industry leaders in this discussion, as they reveal how building a true CX culture transformed their organizations from the inside out. Details + registration info below. This is a discussion you won't want to miss! Francis Goh Irene Lim, CCXP Lara Truelove Richard J Mayne Akhil Bhan Harish Agarwal Larry Tan Hui Hwa Koh-Minjoot

"The Customer is always right." This classic phrase wasn’t meant to suggest customers should bend the rules or mistreat employees. Instead, it highlights the importance of creating an environment where customers feel heard, valued, and respected. In my experience, exceptional customer service thrives when we: 1️⃣ Acknowledge concerns: Even if the request isn’t feasible, validating their frustration can make all the difference. 2️⃣ Educate with empathy: Explaining policies or offering solutions in a helpful, respectful way goes a long way. 3️⃣ Empower the team: Supported and happy employees create exceptional customer experiences. When your team feels valued, they’ll naturally go the extra mile. A great customer experience isn’t about saying “yes” to everything—it’s about finding the sweet spot between empathy and healthy boundaries. 💬 What’s a moment in customer service that challenged you? How did you navigate it? I’d love to hear your story! #CustomerExperience #CXTips #Leadership #EmpathyInAction #CustomerServiceLife

🍁Embracing the Service Industry: The Heartbeat of Customer Experience 🍁 In today's fast-paced world, the service industry plays a crucial role in shaping our experiences and expectations. From restaurants to hotels and retail, every interaction is an opportunity to create lasting impressions. Here are a few key takeaways:🍁 1. Customer-Centric Approach: Prioritizing the customer experience can set businesses apart. Listening to feedback and adapting services accordingly fosters loyalty. 2. Training and Empowerment: Investing in staff training not only enhances service quality but also empowers employees to take initiative, leading to more meaningful interactions. 3. Embracing Technology: Leveraging tech tools can streamline operations and enhance customer engagement, making it easier to deliver exceptional service. 4. Cultivating Relationships: Building genuine relationships with customers can turn one-time visitors into lifelong patrons. Personal touches make all the difference. As we navigate an ever-evolving landscape, let’s celebrate the dedication of those in the service industry who consistently strive to deliver excellence. Their hard work is the backbone of unforgettable experiences!🍁 #ServiceIndustry #CustomerExperience #Leadership #BusinessGrowth

Do you feel like your customer experience efforts are falling flat? You may be overlooking one critical element. 👉 Company Culture This is a primary factor in consistently delivering exceptional CX. Fostering a people-first culture of empathy, ownership, and continuous improvement empowers employees to go the extra mile for customers. But without that cultural foundation, your CX strategies will struggle to gain traction. Could you align your culture and values with your CX vision? Invest in your people through training and resources. Promote autonomy and recognise wins. Getting the culture right is crucial for CX success. Learn more about the vital link between culture and customer experience in our latest article post. Check it out 👇 https://lnkd.in/ePbanjVa #Zendesk #Zendeskrelate #Customerservice #customerculture #culture #Employeeexperience

Your employees will do a great job and care more about your customer outcomes if they understand your companies purpose and strategy. It's even better if your employees feel part of it, they understand how their role fits in and how they can contribute to the overall success! If you have silo teams, remote teams, a disconnect between your leaders and employees, issues with your culture or customer outcomes- we have the perfect event for you to come to - would you like to join? Join Leonie for ‘Infusing CX & Culture’ where you will have a discussion about; Strategic Alignment: How shared goals deliver exceptional experiences Friday 12th April 9.30-10.15am Dive into the importance of strategic alignment when delivering outstanding service and unforgettable customer experiences. Our discussion will explore best practices and hands-on activities which will not only boost your organisation’s commitment to customer satisfaction but also enrich your overall experience for your employees. It will be a great way to start your Friday morning! To register please simply CLICK the link; https://rfr.bz/ll63kbq

Is CX the missing ingredient in business strategy? #CX is the soul of an organization, driving connection through empathy and aligned purpose. Placing the "Human" at the center of the organizational wheel is key to achieving customer centricity. As this insightful post put it, "CX is an ingredient, not a thing." Weave it into every aspect of your business - your culture, strategies, and customer interactions. Align your teams towards delivering exceptional human-centric experiences. Integrating CX into the fabric of an organization builds lasting customer connections. Embrace CX as an organization's soul. Place the "Human" at the heart of our strategy, and CX will propel the business forward. #CX #HumanExperience #customercentricity