XCS – Consistency Through Touch-points
Posted by
on March 15th 2008
When you go to an authentic Mexican Restaurant, are you surprised if the front door has a Japanese design on it? What if if the bathroom had a Jamaican landscape on the wall? What if the menu offered sour kraut?
Being aligned with your customer expectations is a basic business requirement, but the real secret is being consistent.
XCS is a mindset. As a mindset, it becomes possible to show XCS in all we do.
When we are inconsistent in our intention across touch-points, we create doubt.
Doubt can never create positive emotion.
Find all your touch-points and sprinkle some XCS on them. Then find all the paths that lead to those touch-points and sprinkle some more.
Consistency is the key.
Try it 
3 comments
great picture!
In many cases, Mindset cannot be “taught”. Would you say that when building a team for an XCS company; evaluations (psychological, E/I) should be done prior to hiring?
Colleen, thanks for your comment.
Managing mindsets is always difficult. What I found is XCS is a relatively natural mindset to adopt. We all have a sense of it. The culture tends to follow when shown examples and guidance and a way of following progress (a meaningful KPI).
When we say to the culture “let’s give the customer slightly more than they expect”, they rarely act. But when we say, ” here is an example of giving the customer slightly more than they expect” most people say, “Oh, is that what you meant? I can do that !”
Profile evaluations on hiring is a good idea in order to ensure there are no huge gaps between the hires and the culture or the management expectation. However, I have found this is not always cost effective when used as a blanket practice across the entire organanization (could be expensive).
However, when used strategically by position, it can make a big difference. For example, when hiring a customer support agent, you will want more emphathy than you would if you were hiring a credit collections agent.
Happy mindset shifting.