We are finally seeing a movement by the general business world to seriously focus on the role and value of employees, which is why “Embracing Employee Engagement” is one of our 2017 CX Trends. Temkin Group has viewed employee engagement as a critical foundation for customer experience since our inception. It’s one of our Four CX Core Competencies.
While the trend is great, there’s still a long way to go. I’d love to see many more human resources organizations recognize that employee engagement is one of their strategic objectives (see my post, HR Execs: Wake Up To Employee Engagement!).
It’s important to understand the distinction, because only one of them is the foundation to success. So let’s look at each…
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As part of yesterday’s Customer Experience Day celebration, I attended a CXPA local networking event at the Dana-Farber Cancer Institute (DFCI) in Boston. The session kicked off with a panel from the DFCI discussing patient experience.
I’m a big fan of DFCI and have enormous respect for the great work that it does in battling cancer. The panel, which included a cancer survivor turned volunteer, was fantastic. I was inspired by the commitment and compassion they displayed.
One of the points that came up was DFCI’s commitment to treat the whole person. This explains why it provides things such as hand massages during chemotherapy treatment. DFCI doesn’t just treat the disease, it treats the whole person.
I love the concept of the whole person. It’s not just applicable to DFCI or other health care providers, but to every organization. It’s a powerful concept for anyone who cares about customer experience. Here’s how I…
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Walking out to the supermarket with a bag in each hand, I felt “pain” as I took a step. It was like a snap in my foot and PAIN, like a pinch – ouch! I got to the car and drove home. My foot was swollen and it hurt–especially if I put any weight on it. As soon as I put the groceries away, I called and got an appointment with the Physician’s Assistant at my doctor’s office.
(A little bit about my doctor – looking at the photo collages on her office walls, you could have cut her face out and put mine in. We had lived such similar lives – I could have matched her photo for photo. We were close in age, both first born, and I felt very connected with her. She was a good listener – I thought…)
Back to the pain in my foot…
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As Bob Farrell, founder of Farrell’s Ice Cream Parlour and Restaurant, said in his well-known and excellent Customer Service video “Give ‘Em The Pickle”: “How you think about the customer is how you will treat them.” With this in mind, “3 Ways to Create a Service Mindset in Your Organization—and how one person can make a difference!” by Kathy Cuff is an important article because mindset (and heart-set, for that matter) matters! Mindset is a key differentiator and one of the primary reasons that one team member goes above and beyond, expresses empathy and compassion, finds joy and meaning in what they do for your organization, etc. and why the team member standing right next to them may not.
Customer Service—it is found in every industry, every company, every person’s job, at every moment. If you don’t deal directly with the external customer, you interact with and serve your internal customers throughout the day. What I love the most is when people get it—when they take pride and ownership in what they do, and they do it with a smile. Let me share my latest experience with you.
I recently moved—only a few streets away, but a move nonetheless with all the hassle, packing, and work that goes with it. Well, being the “just in time” gal that I am, I didn’t turn in our change of address form to the U.S. Postal Service until the day after we moved, so our mail was delayed getting to us.
About a week or so after our move, I realized we had not received a very important piece of mail—my husband’s…
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Ann Phillips, in her blog “Do you have a customer service mindset? 3 ways to find out,” offers a very engaging and simple approach to service and the importance of relating to our customers out of our own expectations, hopes, values, preferences and the like but rather through theirs. For example, using the Golden Rule that is held up as an universal standard for how to treat others provides a basic framework for empathy and compassion — shifting the locus focus from self to others — and yet falls short because our expectations, hopes, interests, values, etc. are still the guiding light. Phillips invites her readers to consider another, more customer-centric, framework and offers very practical examples that convincingly make her point. To read her article, click here.
- “Do unto others as you would have _____ ___ _____ ____.” (Yes, the Golden Rule)
- “Beauty is in the eyes of ____ _________.”
- “If it were me, this is what __ ______ ___.”
I trust you were able to complete these very common sayings. While well meaning and mostly true, these are not just sayings, they are mindsets. They are beliefs that determine behavior and how we act toward other people. This is all fine except when it comes to service.
Find your focus
In my last blog, I said that service was all about you: your willingness to serve, your decision to serve, your instinct to serve. But what you do—your actual behavior and how you approach a situation—has to be about the customer, if you are genuinely interested in wanting your customer to feel…
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Maz Iqbal poses an important question in his blog regarding customer experience: Is the human spirit the difference that truly makes the difference? I believe so! Especially when considering his question in light of the mission and purpose of healing organizations like hospitals, while it is not the only important element, most definitely the human spirit is the key difference in my opinion. In a recent article, Jason Wolf, Executive Director of The Beryl Institute, writes that in his year-in-review of Patient Experience writings and literature, “The themes I found in looking at this year reveal words that speak to that very humanness at our core in healthcare–empathy and compassion, caring and communication, commitment and hope, and yes even love.” In my December blog for Hospital Impact, I described four key ingredients for creating an exceptional patient experience, namely, calling, empathy, compassion and making an emotional connection — all of which derive and find their motivation from the human spirit. And, in my most recent blog with Hospital Impact, I share a moving story of two human spirits making a connection that goes beyond words and that left both the hospital caregiver and family member moved by their experience of one another. While clinical outcomes, patient safety, and even certain amenities and service standards are critical to the patient (customer) experience, without the human spirit, the healing portion of curing cannot and will not occur. Therefore, like Maz Iqbal, I conclude that the human spirit is the difference that truly makes the difference for the patient (customer) experience. The human spirit makes the difference when optimizing healing healthcare.
“I’m thinking, as a 6-year-old, 7-year-old, what are their thoughts?” she said. “So I said to them, ‘I need you to know that I love you all very much and that it is going to be okay.’ Because I thought it was the last thing they were ever going to hear.” Caitlin Roig, a 29-year-old teacher, Sandy Hook Elementary School
As I write this I have tears on my cheeks – of sorrow and of gratitude. I am reminded that I am father to three children. I am reminded the awesome contribution many teachers made to my life. I can remember the care that was bestowed upon me during those early years when care/love is particularly important. And I know that I am in a position to write this only because my fellow human beings saved my life twice. The first time was when I was 7 years old and…
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Studies clearly show a direct correlation between employee engagement and satisfaction and customer (patient) experience. The happier and more engaged an organization’s culture the more likely the organization’s customers (patients) are satisfied and loyal to that organization. Bruce Temkin in his blog “Looking at ROI of CX Through Eyes of Employees” shines the spotlight on yet another connection between employees and customer experience. Temkin concludes that, in the eyes of employees, better customer experience equates to better business performance.
We are always looking for ways to understand the connection between customer experience and loyalty. Here’s a new approach, analyzing employee perceptions.
We asked a random sample of more than 2,400 full-time U.S. employees to compare their company’s customer experience as well as its financial results to the organization’s competitors. As you can see in the figure below:
- 76% of CX pacesetters financially outperform their industry and 6% underperform
- 19% of CX laggards financially outperform their industry and 23% underperform
CX leaders are more than four times as likely to financially outperform their competitors.