“Word Nerd Wednesday” is a weekly series that uses language to help us think differently and solve old problems in new ways.
In business we use “enterprise” to refer to a large company, but it has another meaning: an undertaking that is difficult, important, or requires boldness. Sounds like the CX and culture work we do, doesn’t it?
Transforming culture and customerexperience is a tough job under any circumstances. Right now it’s harder than ever, but it’s also more important. I’m optimistic about our long term prospects, though. Here’s why.
The Great Recession jump-started the first wave of interest in #CX in 2009. I saw it first-hand. The focus then was cost-cutting through ease and efficiency, and while there’s still some of that we’re much more focused on empathy and emotion. That’s a good thing. They’re two of the strongest drivers of customer and employee loyalty.
If we use this challenge to fuel another sea change we’ll come out the other side stronger people and organizations. If anyone can lead the way it’s #cx people. We’re a hearty bunch! We also know that those we serve – our customers – are worth the effort.
P.S. This definition is what made me choose Experience Enterprises as my company name. It reflects who I serve and the work we do together.
