We look at the recent CX Network Conference in Stockholm and ask, maybe it’s more than that?
The next question, which I haven’t raised – is; well, if you are a small company, but you want to get bigger – well, is it just a matter of customer focus? Sorry to say, but the answer is alas No. But I think you knew that already, although some of the answers about attitude etc, might surprise you. I will come back to that one.
If you’re going to talk about Customer experience, then there is no better place to sit down at Fika time and chat with friends, – than anywhere in Sweden. Communal consensus and discussion in Scandinavia is a religion and disturbing any colleague as they break for lunch is like interrupting someone at Communion. But this is 10.30 in the morning.
So here we are; drinking our glass of milk and nibbling on our cake, and we are looking out across the water towards Gamla Stan. Pretty much all the big names are there; Vattenfall, Danskebank, Sweco, and I could go on. Each one looking at the alchemy of – how do you translate the act of dealing with a customer, into an actual repeatable experience that transforms your business to “stand out in a sea of sameness”.
And what the delegates and speakers say is that – customer experience does not start with the customer. It starts with the employee. The problems of employee engagement are bigger than the simple act by comparison, of reaching out to the guy whose payments to you, contribute towards your personal mortgage. If you cannot communicate your corporate focus and reason for existence, within your organisation, there is precious little chance of spreading your gospel beyond that.
In the past, this message has not been understood by management. It has translated into an act of self-harm called “Managed HR”, where numbers and individual performance, ie, measurable stats, have taken prime position.
The message here at this Conference, is that life has moved on. Engage with your own employee – and by default you will engage with your customer. You could say this is a triumph of human values over corporate monotony, but the key message from Stockholm and this CX Network event, is that if you can motivate and create an employee experience, then that individuality will take you beyond the “me too” of everyone else in your vertical market.
After launch we talked in small groups about the mechanics of this process, we talk about innovation, of being brave, of making mistakes in the way you communicate. The best presentations were those who were Ok to admit that “guys, we did not know where this would take us”.
And sure, this is not going to reach the heights of an away day at Disney. There will not be the emotion of a roller coaster ride. But there will be for sure the light-bulb moment.
But the bigger surprise is that this is a pan-market discussion; the usual vertical market focus of a typical CX Network event, has been surpassed by bringing everybody together from wherever they come from, from banking thru Energy, thru Retail, thru data and analytics – to HR. And perhaps that is the secret sauce of this meeting of minds. Ultimately, people are people, and human nature is human nature. Reach out to the individual – and you grow as a business. That’s how you do it.