10 ways to get CX initiatives noticed

For Customer Experience (CX) efforts to be successful, employees must be engaged. Here are 10 ideas for engaging employees:

  1. Hire right. One of the best ways to build engagement is to begin by hiring employees who are naturally empathetic to customer concerns. Include customer experience topics in new employee orientation so everyone views CX as a priority from day one.
  2. Build a brand. Can the name you give your CX initiative really make a difference? Absolutely. It is a vital strategy that merits having an internal brand.
  3. Build an army of advocates. Have a cross-functional team in place not only to help do the work but also to act as CX ambassadors, promoting the strategy and ensuring all parts of the organization are informed and engaged.
  4. Conduct training. To drive action and change, it takes effective in-person and/or virtual training to provide the necessary detail so that everyone understands the goals of the program, what activity is taking place, and what they are expected to do.
  5. Right message, right person. Like any promotional initiative, the message must be tailored based on who it is directed to. To ensure that everyone acts on insights from customers, make sure the insights are relevant to each group you serve.
  6. Launch a promotion. Effective CX initiatives typically have a well-orchestrated promotional campaign. The more creative, the better.
  7. Throw a party. Spearheaded by the Customer Experience Professionals Association (CXPA), “CX Day” is on the first Tuesday in October of each year. Companies around the world have been known to have elaborate special events to celebrate their commitment to customers.
  8. Tell a good story. Instead of showing a graph to cite a declining trend or a problem to fix, dig deeper and find a story about a real customer dealing with those same issues. Data is often forgotten, but stories get remembered.
  9. Seek C-level support. Make sure the C level in your company is actively engaged in CX efforts, leveraging customer insights and ensuring change occurs throughout the organization.
  10. Make an impact. The absolute best way to engage your colleagues in CX is to show that you listened to customers, implemented changes based on their insights and improved the performance of the business.