[21-Day CX Challenge] Day 1 -- What impression are you really making?

How does that make you feel?

I'm sure this was written with best intentions. I have no doubt somebody wanted this to be perceived as kind and helpful. And in all fairness, this was a British ATM and I'm sure the words could sound quite cheery with an accent.

But the word dealing suggests obligation.

The fact that it's in ALL CAPS suggests yelling.

And the result is a micro-moment that creates a negative reaction.

Your First Mission
Your first mission is to run two simple thought experiments. Grab a notepad or open up a document to record your notes.

First, think about your favorite retailer. What kind of positive, loyalty-building moments have you had with them? It doesn't matter how small or seemingly insignificant -- every interaction counts.

Then ask yourself: How would a comparable touchpoint in your organization stack up?

Next, consider a retailer you absolutely dislike. What drove you away? Was it a single negative impression or experience, or many small ones added up?

Then ask yourself honestly: Could your business be doing something to turn away customers, even if -- like the ATM example above -- you've got nothing but best intentions at heart?

It's easy to simply respond "no" and move on... I challenge you to really think about how customers and leads alike perceive their interactions with your brand.

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