😩 Missed Opportunities 

I try and live by the mantra 
"If it's not a 'Hell Yes', it's a 'Hell No'."

But that does mean that sometimes I turn things down that I end up wishing I hadn't. 

It makes me think of Blockbuster turning down the chance to buy Netflix and Yahoo turning down the chance to buy Google...and then I realized this happens all of the time in the music world too!

And thus Episode 3 of CX Lessons From Music Legends was born.

Play along at home and let me know your score in the comments.

⛔ 700,000 job losses in the UK during the pandemic.

🙅🏻‍♂️ That means there is about 700,000 people now looking for jobs that don't exist.

💔 My beloved Customer Experience community has been hit hard by this too, so I wanted to help...

✔️ There's lots of advice explaining what job seekers can do to find roles, apply for roles and even what to do in interviews to portray themselves in the best light.

But...

❌ There isn't that much advice out there about what NOT to do in interviews, so that's what we're exploring on this week's episode of 'CX Lessons From Music Legends' through the lens of the ultimate music job interview....

Learn what NOT to do in these core areas:
🔴 Attitude
🔴 First impressions
🔴 Authenticity
🔴 Taking constructive criticism
🔴 Confidence
...and more.

🤔 Who had the worst 'interview'? Let me know in the comments.

P.S. Link to get your very own CX-Mas sweater http://bit.ly/CX-MAS

💥 Do bad experiences have more impact than good experiences?

That's the question I'm exploring today in the very first episode of 'CX Lessons From Music Legends'. 🎵 

I came across a stat that I'd seen 100 times before but this time, it made me stop and think. 🤔 

"U.S. companies lose more than $62 billion annually due to poor customer service." 👎 

I wanted to dig deeper. ⛏️

I found some more stats from research done by American Express. 🇺🇸 

🔴 Americans tell an average of 15 people about a poor service experience, versus the 11 people they’ll tell about a good experience.

🔴 33% of Americans say they’ll consider switching companies after just a single instance of poor service.

🔴 More than half of Americans have scrapped a planned purchase or transaction because of bad service.

And it made me ponder...Do bad experiences have more impact than good experiences? 🤔

So I investigated this in the best way I know how...through music! 🎵 

P.S. Let me know in the comments which is the worst 🙉

“Focus on the customer outcome first and the customer journey second.”
​
Some people disagree with this but I haven't heard a compelling argument to change the way I think about this yet.

What examples do you have of a company that delivered a great journey but didn't deliver the successful outcome?

The way I see it - there’s 2 parts of Customer Experience

1. The outcome
2. The journey to the outcome

I think we need to approach them in that order too. Understand your customer’s successful outcome then build the journey to deliver it.

It doesn’t matter how well you’ve designed the journey, if it doesn’t deliver the Successful Customer Outcome - you’ve failed.

If a customer misunderstands something about your products or services - whose fault is it?

The easiest way to turn your customers into superfans is to turn your employees into rockstars. 

What's your best advice for tuning employees into rockstars?

Clip from my appearance on the Engati podcast

No?

Maybe you should.

D - Define your company by the outcome you deliver not the output

U - Understand who the world leaders are at delivering that outcome (outside of your industry)

M - Model their mindsets, philosophies and principles.

B - Benchmark your company against THOSE companies.

The 2 Rules of Proactive Experience Recovery.

1. The problem you want to fix in the experience has to be one you can actually monitor.
2. You have to commit to a solution that you will deliver 100% of the time.

The aim of PXR is to have companies CONSISTENTLY fixing experiences in the experiences, not just when they feel like it.

Do you think companies make getting refunds difficult on purpose - or am I just cynical?

Clip from the Sabio podcast, talking about Proactive Experience Recovery (PXR)