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Did you read last email's postscript? If you did, then you know where today's mission is headed.
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21-Day CX Challenge #10:
Get By With A Little Help From Your Team


Hey again!

Burning question: Did you read last email's postscript?

If you did, then you know where today's mission is headed.

And if you actually took action on what was suggested, congratulations -- you're ahead of the curve!



No Man (or Woman) Is An Island

If you missed the postscript, here's the relevant text:

Want to get even more benefit from this mission? Share your list with coworkers and ask for their help, or even ask them to create their own lists. Even Klay Thompson relies on the rest of his team, after all!

How important is it to have the buy-in of your team on this? Important enough that we're dedicating a whole 'nother mission to it.


Today's Mission


Talk to your team.

If you haven't already, share with them the three items you came up with in Challenge #9: Those three things you want customers to say about you and your organization.

Ideally you can do this in an in-person meeting where everyone gets a chance to contribute, but if not still try for a group chat or an email chain where folks are encouraged to Reply All.

Beyond just sending three more goals to your team that they're likely to gloss over or ignore outright, the goal is to open up a discussion about why it's important to you that your customers say these things.

The most immediate answer may be obvious -- "We want them to be happy," or "we want to retain them" -- but I encourage you and your team to explore the why behind the why.

Look for reasons beyond the bottom line. For example:

Why is it important that they're happy? So that they tell their friends.
Why is it important that they tell their friends? So their friends can become customers too.
Why is important their friends become customers too? Because many of them have a problem that we can solve.
Why is important that we solve their problems? Because we can improve their quality of life in some meaningful way.

When our mission becomes more than just selling more widgets and actually aligns with our values, we get better at our jobs.

And when that can be effectively communicated among the team and everyone can begin "rowing in the same direction," the results can be powerful.




Digging Deeper:

-- Jeannie

PS - I'm happy to see you reading this postscript! Is that only because I called it out today, or have you been reading these consistently? All I'll add for now is that we're still not done with your list of things you want customers to say about you. So keep it on your desk, review it each morning and before customer interactions, and make the most of it!
Experience Investigators offers Consulting & Workshops, Courses, and Keynotes designed to Create Fewer Ruined Days for Customers.
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