Our very first CX-Day, which was celebrated on October 1, was a blast. Our local San Diego event was exciting and engaging. The evening started with a fantastic multi-course meal supplied by the Irvine Company. Over 50 attendees mulled around the serving tables during the initial networking period.
The presenter was Beck Carroll, author of The Hidden Power of your Customers. During her topic, Building a Customer-Centric Culture, she spoke to how company culture is an important part of what motivates employees to work for and stay with a business. We learned that a customer-centric culture is the foundation of a great customer experience, one that cannot be easily replicated.
She touched on the essence of creating a culture of the customer for your organization, including how to support it with the right metrics and employee experience.
Becky also discussed the importance of social/digital in the Connected Experience that customers are expecting – and often not getting.
After her presentation, we broke into several roundtables to discuss questions that Becky gave us, around “the customer centric brand”. The conversations were wonderful, and everyone though how they would employ the various engagement ideas at their companies.
All in all, the evening was a 100% success. There was lots of great feedback and questions as to when we were going to host our next meeting. Yay!
Images provided by Carol Buehrens