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Puma enhanced their ‘Customer Experience’ with the help of CloudCherry.
Considering Implementing a CX
Good decision! While you’re at it,
it might be a good idea to consider the things that are often overlooked when
it comes to this noble endeavor. And, on this week’s ‘Sweets of CX,’ we’ve got the one and only Nate
Brown– Head of CX for UL EHS,
Co-Founder of CX Accelerator, CloudCherry’s first ever CX Champion, and our honored
guest- to lend his expertise.
So, what are Priorities #1 and #2
when implementing your CX Program? According to Nate, it comes down to two
simple words: WHY and HOW. Referencing Simon Sinek’s, ‘Start
with Why,’ Nate stresses
the importance of knowing WHY you’re going through the, “pain of bringing in a
new system and going through an implementation cycle. There has to be a very
compelling reason to do it.” Any suggestions, oh wise expert? Why yes,
actually. According to Nate, there’s no better WHY than ultimately getting
better for our customers…knowing that, “we need this, because our customers are
suffering- because of OUR inability to be intelligent for them…Let’s get
better.” Here, here!
What challenges can you expect?
Well, there’s the time it takes. As Nate says, it’s at least a three-year process-
“a sprint, not a marathon.” So, “keeping that compelling WHY in focus” is going
to be key. And- while our expert admits he’s unsure whether or not a ‘finish
line’ actually exists in this work (after all, CX is ALL about constantly improving for our customers)-
keeping front-and-center that desire to make their lives better will help to weed
out the noise.
From Milestones you should be
looking for (which make more manageable this oh-so-awesome task), to the
tangible things you’ll need in order to get the right people involved and all
on the same page, Nate lays out a buffet of down-to-earth advice in his
conversation with CloudCherry’s James Gilbert. And, we suggest you come hungry.
SO, what brand has wowed Mister
Brown? For him, it comes down to a company that offers him relatively simple- but
“beautiful”- transactions, in the form of a good sandwich. Jersey
Mike’s #9 (with banana
peppers and a variety of unique condiments) is our expert’s culinary piece de resistance,
but it’s about SO much more than a sandwich. It’s about an experience that’s
warm, welcoming, and consistent…and about the bold and simple way this company
corrected a less-than-stellar experience- winning themselves a fan in Nate for
NOTE: To those of you who are
implementing a CX Program- or even just considering it- tune in! But, if you
hear nothing else, hear James
Gilbert’s personal plea:
“Keep up the good fight! Keep going! Everyone has your back.” You got this.
You can find this interview, and many more, by subscribing to ‘The Sweets of CX’ Podcast on iTunes. If you don’t use iTunes, you can listen to every episode by clicking here. Or find us on SoundCloud, Spotify, Stitcher, YouTube, Google play, Spreaker, and more.
Brown is the Head of Customer Experience for UL
EHS and Co-Founder of CX
his own words:
“I love all things customer. My sweet spot is helping employees to
understand the customer journey and how they play in role in improving it. I’m
well versed in a variety of CX disciplines, including journey mapping, survey
process and analysis, voice of the customer programs, employee engagement and
Learn more on his site, CX