customer experience
Brief

CXU Student Brief 11

The CXU Student Brief

A monthly newsletter for Upgraded Online Course Subscribers

You’re reading The Fundamentals Series. There are 5 Common Sense Principles that underpin customer experience excellence. These fundamentals are not just important; they are everything. In your CXU Student Briefs, we will share with you each one of these five principles with an interactive activity to drive home how fundamental they are.

Principle 3: Return to Common Sense

(Remove Outdated Policies with a Moose Bounty)

Dr. Mohamed Latib, Founder and CEO of CX University, calls outdated policies, procedures, and practices “Moose.” These antiquated, ungainly beasts inhibit adaptiveness and thus the delivery of excellent customer experience. Trusting and empowering your employees to identify these majestic animals and make them extinct is a powerful way to improve corporate culture and customer experience all at once.

As soon as an organization wants to embrace a change initiative like customer experience, it runs into its corporate tradition, and the problem of actually executing the very changes it wants to execute. This is one of the largest reasons why change initiatives fail 70% of the time.

So even before we talk about customer centricity, or about the change your customers and employees want, we need to discuss moose hunts. Once we can hunt down the moose in your organization, we can clear the way for change.

What on This Good Green Earth Is a Moose, and How Does It Keep My Business from Becoming More Customer-Centric?

Now, the moose is indeed a majestic, if ungainly, animal. But make no mistake: There are plenty of them ranging out in your organization right now, some within sight, others in hiding, but all useless, and we need to root them out before they cause any more damage.

So, the first thing we need to be able to do is to identify one of these buffoonish creatures when we come across it. You already know one of the moose’s primary traits, namely, that it is quite useless, but where can you find them?

Look for moose in policies, procedures and practices that are outmoded by the modern business environment. To read about a timely example from United Airlines, please read the following article CXU article, A Prerequisite for Customer Centricity and Transformative Growth.

What Customers Want {Video}

Look for moose in policies, procedures and practices that are outmoded by the modern business environment. To read about a timely example from United Airlines, please read the following article CXU article, A Prerequisite for Customer Centricity and Transformative Growth.

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