Unlocking CX customer stories #customerexperience #talks #event

12 Mar 2024 · 1 min

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Customers arrive with a story already written about what they want and how fast they expect it. A Ritz-Carlton anecdote shows how these internal narratives shape what people think of your brand before they even walk in the door. CX professionals who understand these stories can actually meet expectations instead of guessing.

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So, see, it's really about the stories in the minds of our customers. And what do I mean by stories? It means that as we begin to think about our customer journeys, what is happening really is that there is a story, a narrative playing before they get to your brand. They're thinking, "You know what? I want to go get this particular thing." The story's playing. "And at the end of this, I'm going to go do this. And I hope it doesn't take me long." Or, "I hope they're really fast." Or, "I hope actually I can go get this thing the way in which I want it." There's a story playing that CX needs to be fundamentally aware of in order for us to be successful. So I want to give you a story here, Ritz-Carlton, real quickly to illustrate this and we can begin to kind of dissect some other things. Now has anybody actually been to the Ritz-Carlton? Yeah, okay, so we've got some Ritz-Carlton Club alumni here.