The Joy of CSX: Recent Episodes
From the Sidelines - Michelle Bolitho
It's all about better CSX ( Customer Sales Experiences) I know that making a start can be really overwhelming, especially when the challenges seems so BIG. That's why we often just keep doing what we are doing and cross our fingers and toes and hope that things just get better on their own...or not! So I guess this episode, and the whole mini -series really, is for people who KNOW what they have to fix and really DO want to make a start - but they just have no idea where to actually start.
The Conversations will focus on a couple of basics - I want to challenge your current strategy of NO AWARENESS - NO ACTION, and move you towards the scary but exciting position of AWARENESS and ACTION. We will talk about what the AWARENESS looks like and feels like because pretty soon it could feel so huge that your first instinct is to jump off a cliff and dive head first back into the sand, bury your head and focus on everything else other than this. You know - hands over ears and chanting 'la la la'.
I'll make the assumption you are here because you have a desire to make things better. The plan is to get you hooked and then keep you hooked on the journey and the challenge. I'm not going to lie - it requires stamina and perseverance and sooo much patience. If you are ok with the idea of unscrambling an egg, my goal is that you will eventually not only see how simple it is, but you will believe how easy it is to make small changes. And trust me - those small changes create ripples - and the impact of those ripples will blow your mind.
But first things first - before that happens you have got to show up and do the work - you have to make a start. So let's do that together and walk up to the starting line so you can take your first step.
Episode 9 got a bit delayed because I completely lost my CSX MOJO. And then I heard Jolene at 33RPM!! I also had a great conversation with 4 new people to the Travel industry. These smart and articulate young women shared their thoughts and feelings as they begin their CSX journey and it’s a great reminder for us all to hear what it's like to be new; excited and maybe a little bit nervous. Thank you Samara, Hayley, Brittany and Charlotte.
If every podcast was to start with an ABBA song, then ‘RING RING’ is bang on for episode 8. Join us as we share some very interesting facts that reveal the hierarchy that exists between the value shown to customers who engage with us over the phone vs. those who we engage with us face to face. The behavioural data is compelling and will hopefully challenge you to consider really making this an opportunity for focus in your business. What isn’t compelling are my sound edits and music inserts!! I did consider singing along to ABBA but wasn’t really ‘feeling it’ today!! Shame.
One of our 3 listeners has sent a question- YAY! Episode 7 is dedicated to responding to their challenge and how to direct people out of the 'Here You Go - Let Me Know' room and into a more proactive, confident and outcome focused space. By getting curious around the Fear Of Rejection, many dating metaphors are building in the background - so watch this space for future episodes where we take a major Tinder Tangent! - (Disclaimer...some Cringeworthy sound bites!!)
Welcome back to episode 6. Today's we delve a bit deeper and discover that 'No Man's Land' is in fact a 2 bedroom house. Of course there is a tangent or two (OK 3!) but they are bloody interesting, especially the one about our hairdresser dilemmas. Everything links back to the Customer Sales Experience and the ways you can make small changes that will have massive impact. We would love some questions or comments from you. Please flick one to michellebolitho@me.com
Welcome back to a very delayed episode 5. Today we explore the concept of 'marginal gains' and how lot's of tiny improvements led to Tour De France victory for Team Sky. We will visit 'No Man's Land' to understand what it means for the Customers that you may be sending there, and for the employees who are hanging around in this very unpopular destination. By keeping the Customer Sales Experience centre front, and with some very simple concepts, you can then learn how to avoid it altogether and ensure your Customers never go there!
Episode 4 is all about breaking down the 'Science of Amazing' and where to find the sweet spot in your Customer Sales Experience. Once you discover this little gem - delivering it is the goal. Customers do not complain about the absence of your amazingness, but they will take a stance when you don't meet their expectations. So in the spirit of keeping things simple, 'doing less sh!t wrong' could be quite a relevant path for you to follow.
Welcome back to episode 3 where we revisit the low hanging fruit from our first episode and dig a bit deeper to help you get some quick wins on the board and reassure you that you are on the right track and in the right race. Sometimes the essence of our conversation will seem really obvious, but hey, when your friends advise you against eating prawn sandwiches when you are pregnant, and washing labels tell you to remove the infant from the article of clothing before placing the article of clothing in the washing machine - it's best not to make assumptions about what is obvious to everyone!!
What on earth does lipstick on a pig have to do with you and your business success? Everything!Welcome back for episode 2 where we continue talking about all things CSX. Learn why you must align your brand promise and your customer experience, and how you can avoid looking like a pig with lipstick! These days many products and services are much easier to replicate and much easier to purchase direct & online, therefore cutting out the need for the customer to even engage with you through the buying cycle. Because of this you need to stand out, and businesses must now turn to their CSX as their greatest source of differentiation or competitive advantage, and ensure that their Brand Promise and their Customer Sales Experience are aligned. If you are not working ON your CSX, you are working on the wrong things. And if your CSX efforts are not working FOR your brand, you are working on the wrong things. Don't choose to be a pig with lipstick - instead choose AMAZING! (No wine, popcorn or farting dogs this time!)
Let's start at the beginning. This may feel a little bit like unscrambling an egg, but my conversation with Carolyn (the CSX Guru) is really eye-opening and thought provoking. She will share some insights, inspiration and no- nonsense, practical steps to get you to the starting line and on your way to improving the CSX across your business. Keeping it simple is the goal, however that doesn't mean it will be easy. Listen in, enjoy our ramblings and get started. (Sponsored by wine, popcorn and including farting dogs!)