A great CX philosophy can keep CX representatives inspired, invested, and empowered — reminding them of what they’re trying to do and how much they’re enabled to do.
Let’s take a look at a couple of exemplary CX philosophies and how they influence their companies’ performance:
“We are ladies and gentlemen, serving ladies and gentlemen.”
With this catchy statement, the Ritz-Carlton chain of hotels strongly encourages its staff to put themselves in their customers’ shoes, envisioning what guests most appreciate.
Backed by a standing budget of US$2,000 to spend per guest, per incident, at every location, this philosophy has led to such unforgettable responses as a laundry manager flying from Puerto Rico to New York to return a garment in person, as well as maintenance staff custom-building a path to the beach, so one customer could take their wheelchair down to the ocean.
Is it worth it? Well, the Ritz-Carlton is the only company in the hotel management industry ever to receive the prestigious Malcolm Baldrige Award for total quality management. The word and concept of ‘ritzy’ derive directly from the chain’s impeccable standards.
“Only the best is good enough.”
LEGO’s commitment to doing the best for its customers covers its entire organization. Set designers must construct each model by hand before it can be approved for production, ensuring every product is possible and enjoyable to build.
Customers are invited to vote on potential sets and even submit their designs for possible production. LEGO has also created an app that catalogs and provides instructions for every set made, allowing users to record and show off their collections.
The result? LEGO has remained the leader in its field for 90 years, despite countless legitimate and illegitimate imitators, often substantially cheaper. And despite technically being a toy company, LEGO retains many fans who support the brand well into adulthood.
Of course, crafting a clear, succinct, memorable, and actionable philosophy isn’t always easy. And if you happen to outsource your CX endeavors, then you need to be sure that your CX partners also mesh with and embody your company’s philosophy.
But these examples show us that the end rewards can more than pay off the initial effort.
