Sharing a fun board game for CX Professionals. Feel free to print it up or share it with your teams.
CX Snake Bites
- Faking executive commitment to improve CX and EX
- Prioritizing CX improvements by lowest rated touchpoints
- Conduct surveys but dont follow-up with fixes
- Treating Rules over common sense and empathy
- Chasing Wow moments before reliability
- Redirecting customers across departments repeatedly
- Accessibility & DEI are check boxes just because legal asked you to do so
CX Ladders
- Hire people with a natural affinity to be customer focussed
- Help customers achieve their goals
- Map your internal and external customer journeys
- Simplify customer experiences and kill stupid rules in the organization
- Train & empower employees for key moments in the customer journey
- Leveraging ethnography to get into the Customers shoes