First off, I’d like to say that I love talking about customer experience and customer centric values! It’s not just what my career has evolved into, it’s a genuine passion and I pretty much see it as my professional purpose. I’m continuously looking for new approaches to learn, discuss or share the impact and value of customer experience and customer centric values.
Over the past 10 years or so I’ve facilitated over 850 workshops/ customer sessions, I’m a firm believer that the questions we ask often say more about our knowledge and experience than the stories we tell. Early December 2023 I came across an “ice breaker” kit full of interesting questions that were engraved on small blocks of wood that you turn upside down on a table. During a NECXT workshop we had shortly before our Holiday dinner, I spread the blocks out on the table, and we went around the room with a couple rounds of questions. It’s a great way to get to know each other better by giving a bit more insight to how we interpret things. I must admit we got a good laugh out of it too!
One of the questions was “If you could share one of your memories with anyone, and they could experience it like you did, which memory would you share?”. The question isn’t specific to customer experience, but let’s say it was. Let’s say it read “If you could share one of your customer experience memories with anyone, and they could experience it like you did, which memory would you share?
Would it be a positive experience that made you feel valued beyond any other? And who would you share it with and why? Or would it be a poor experience that left you feeling frustrated? Who would you want to share it with and why? As you read this, you’re reading it with my tone of voice and in the context of customer experience, but would it make a difference if the question was asked in public or privately? Would it make a difference if the question was asked by a man or woman, your partner, or a friend?
What we experience is our truth, it defines our perceptions and determines our behavior. If we are genuinely products of our environments, then it is the sum of our experiences that define the world we live in. Then I guess making the world a better place really does start in your own backyard. This obviously extends much further than customer experience, but we must start somewhere! Imagine a positive experience you’ve had and being able to share it with everyone, and the people around you feel valued and are happy. Imagine finding a way to make that memory sustainable so we don’t lose sight of how it feels. Are you willing to share it with us?
Would you like to have a conversation to talk about how we can help you create or contribute to customer experience memories you want to share? Let’s talk!!!