The Rule of Three Steps for CX Success: Select for passion. Educate with CARE. Empower for excellence.
Select for passion. Serving customers because you HAVE TO is a job. Serving customers because you WANT TO is a passion. Find that passion. Don’t hire an employee. Soon, employees will see for themselves and tell each other that their “profits over people” bosses care about topline revenue, bottom-line profits, stock price, market share, and even their competitors more than they do the people, their subservient employees. Bosses don’t care much about their employees and their employees could care less about the bosses or customers and will soon leave. Instead, select people for passion. Then …
Educate with CARE. Don’t train your employees. Training is finite (usually one to four days), one way, “I know everything, you know nothing,” instruction. Instead, educate your people interactively, frequently, and continuously with customer CARE, like telephone etiquette, service recovery, and prompt, polite, and personalized interactions. Then …
Empower for excellence. Whatever your title or position, be a servant leader who will CARE for your people.
- COMMUNICATE openly, transparently, interactively, frequently, and continuously any information your people need and want to know. Listen empathetically to the people’s concerns, questions, and complaints. Express compassion with your recommendations and encouragement.
- APPRECIATE the important roles and responsibilities of your people.
- RECOGNIZE and offer accolades for team and individual accomplishments and acts of
- service.
- ENRICH the experiences and ultimately the lives of your people.
When you select for passion, educate with CARE, and CARE for your people, your people will feel respected, appreciated, and valued. With your support and encouragement, inspire and empower them to develop themselves and engage customers. When you create a GREAT experience for your people, they will do the same for your customers, and you will earn the loyalty of both. The experiences and lives of everyone, your people and your customers, you and your business, will be enriched.
QUI TAKEAWAY: Don’t hire employees and train them on good customer service. Instead, select people for passion and educate them with customer CARE. Don’t let them be just good. Empower them to be GREAT out there!
#customerservice #customerexperience #employeeexperience #employeeengagement #custserv #custexp #cx.
BILL QUISENG | Deliver the World's Best Customer Experience 
Bill, your “Rule of Three Steps for CX Success” is a refreshing and insightful perspective on building a customer-centric organization. I wholeheartedly agree that selecting for passion, educating with CARE, and empowering for excellence are fundamental to creating a workforce that delivers exceptional customer experiences.
Your emphasis on the difference between hiring and selecting, and between training and educating, is particularly insightful. It highlights the need for a more holistic and human-centric approach to talent management.
The CARE acronym for communicating, appreciating, recognizing, and enriching employees is a powerful reminder of the key elements that contribute to a positive and engaging work environment. When employees feel valued and supported, they are more likely to go above and beyond for customers.
I’d like to add that leveraging a customer experience platform like SogoCX can be instrumental in implementing your Rule of Three. SogoCX can help businesses identify and select candidates with a passion for customer service, provide ongoing education and coaching with real-time feedback, and empower employees with the tools and insights they need to deliver exceptional experiences.
By incorporating SogoCX into their CX strategy, businesses can create a virtuous cycle where passionate employees, equipped with the right knowledge and tools, create exceptional experiences for customers, leading to increased loyalty and business growth.
Thank you for sharing these valuable insights. Your post is a must-read for any business leader looking to build a truly customer-centric organization.