281: CX Clichés and Overused Examples

Jeannie and Adam break down some common CX clichés and unoriginal thoughts that stifle truly customer-centric thinking and doing. Are CX clichés hampering your progress? For those situations when you couldn’t have said it better yourself, we have clichés. And while they sometimes represent "a fundamental truth” as Adam says, but sometimes these clichés are used as an excuse not to think deeply say what really matters. Sadly, in the customer experience space, we hear a lot of them. “It can become a form of generalization that doesn’t apply, that actually can mislead you…” -Adam Toporek Many of these unoriginal thoughts have invaded the customer experience space, and it’s preventing some of us from facing critical truths in how to interpret and approach customer experiences. It’s not just about words! In fact, core customer experience practices and popular examples of the companies that implement them have been grossly misrepresented or used to death. While these examples roll nicely off the tongue, they often fail to represent what’s possible in most businesses. And sometimes, we have trouble verifying the information that’s been copied, pasted, and presented over and over. “You need to back it up with actual process…accountability…metrics…” -Jeannie Walters Today, Adam and Jeannie are breaking down some of the worst clichés, overused examples and platitudes commonly used in the context of customer experience. So how can you stop meaningless generalizations from glazing over what’s really important? Listen in to find out! (I get to keep saying that, because it never loses its meaning here!) Content 360Connext® post, Challenges of Understanding the Customer Journey End-to-End Customers That Stick® post, Turn Your Customer Experience Inside Out Episode 264: (Tip) Mobile Potential Episode 227: (Tip) Majoring In the CX Minors We're on C-Suite Radio! Check it out for more great podcasts Sponsor message Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices