Your CX governance plan may look good on paper. However, if your company culture doesn’t align with it, customer experience will suffer. Company culture stems from your business’s core values, and numerous factors influence it, from whom you hire, your management style, and policies and processes.
As you update your customer experience maturity model matrix, assess your company culture's impact on CX and flag areas that need your attention.
A practical way to motivate your team
Sharing positive feedback is a simple change you can add to day-to-day workflows that can improve company culture while keeping CX top of mind. Sharing a note from a customer expressing how happy they are with the products and services your business provides or how thankful they are for an employee who went above and beyond (or knows how to deescalate an angry customer) can boost morale.
Unless employees work in customer service, they may never hear this type of feedback. Sharing it can help everyone in your organization see their role in customer satisfaction and the business’s success and motivate them to inspire a steady stream of positive feedback.