{"id":17612,"date":"2021-04-08T11:00:09","date_gmt":"2021-04-08T10:00:09","guid":{"rendered":"\/gb\/en\/blog\/?p=17612"},"modified":"2021-08-03T08:59:16","modified_gmt":"2021-08-03T07:59:16","slug":"building-a-human-connection-in-cx","status":"publish","type":"post","link":"\/gb\/en\/blog\/building-a-human-connection-in-cx\/","title":{"rendered":"Building a Human Connection in CX"},"content":{"rendered":"

This past weekend my wife and I drove to Nashville, TN to see our daughter. Even with the restrictions that are in place with social distancing, we had a great time and enjoyed being together. As we went to the parking garage to get our car and head home, we noticed that our back window had been shattered by car thieves. Quite an unfortunate incident after such a great weekend.<\/span><\/p>\n

As we filed a police report, I was able to contact the general manager of the hotel who was rude and inconsiderate. I explained to her that this incident happened on their property and their lack of security measures was a contributing factor, she promptly hung up the phone. Not exactly the customer service I was expecting.<\/span><\/p>\n

As a follow-up, I called the customer service centre of the hotel chain this morning and had a much different experience. The agent who helped me was far different from the general manager and took the time to make sure all was ok. You could say that her approach was a human one, after all, who wants to have their car burglarised and vandalised?\u00a0\u00a0<\/span><\/p>\n

Such is the challenge of organisations today; building a human connection in the delivery of customer experience (CX)<\/a>. While many organisations have a focus on CX and are investing resources and money, many are forgetting the all too important factor of people in the CX equation.\u00a0<\/span><\/p>\n

If you are one of the majority of companies that is focused on CX, here are a few ways to ensure you are building a human connection in the process.\u00a0<\/span><\/p>\n

Start with your employees<\/b><\/h2>\n

One of the most overlooked elements of CX is the employees. Employees are your delivery for CX<\/a> and even with the best systems, analytics and NPS scores, employees are the difference between a good and bad experience with a customer as my story from earlier proves.<\/span><\/p>\n

Gartner echoes this sentiment as evidenced in their 2019 article\u00a0<\/span>\u201cEmployee Experience: The Key to CX Success\u201d.\u00a0<\/span><\/a>\u00a0While the article focuses mainly on the operational aspects of an employee\u2019s job, I will take it a step further. When you build a culture that values your employees, it gives them growth opportunities. Growth enriches their experience as an employee, which in turn will make its way to a customer.<\/span><\/p>\n

You do not have to be a psychologist to know that people want to be seen, heard and valued. Make your employees feel this way and there is a good chance your customer will as well.\u00a0<\/span><\/p>\n\t\t