This is my shortest post by far. I received these 10 CX thoughts last night in a dream. When they came unto me, they seemed self-explanatory, so I saw no need to elaborate or provide examples. Full disclosure; I did have several adult beverages before I went to sleep:
- Strive to know your customers as you would know yourself.
- Thou shalt be “Customer-Centric” and put no other products, services or stakeholders before thee.
- Thou shalt not make any graven image of customers, such as idol segments. Instead, thou will treat customers as individuals with personalized touch.
- Thou shalt not spam customers by carpet bombing with frivolity (causing them to take names in vain).
- Thou shalt not contact customers on Sunday…or any day for that matter, unless given permission and there is a relevant service or offer to discuss.
- Thou shalt be empathetic and listen to customers, and act with fairness.
- Thou shalt not kill off customers with WMDs – “Weapons of Math Destruction” – such as artificial intelligence (AI) algorithms with bias.
- Love thy customer, their loyalty, and their journey, and calculate a true LTV (Lifetime Value), not just a year’s worth.
- Thou shalt not steal profits from the Customer Innovation Till. A tithe of earnings will be put in said till for pursuing true innovation.
- Thou shalt not covet thy customer’s wallet or share of wallet. You will get yours if you obey the other commandments.