Alex Green

Managing Director - SP!KE Customer Experience Strategies
IG: @GetTheSpike

[The CX Hype Squad @CxHype]

Thread. 👇🏼 #cx

[Stephanie Thum, PhD, CCXP @stephaniethum]

It's pretty hard to teach employees to be considerate of customers if your whole culture from top to bottom isn't supporting that concept 24/7. #CX #CustomerExperience

[Stephanie Thum, PhD, CCXP @stephaniethum]

“Better” customer experience is a good concept.

Now turn it into a construct to get #CX traction.

Does better mean faster turnaround times? Reduced #customer wait times? Fewer #complaints?

Decide. Define a target. Measure. Triage. Team up + follow up. #CustomerExperience

[Alex Green @AlexCAGreen]

@stephaniethum I wonder if the customers will see any of this money. This needs to stop

[Alex Green @AlexCAGreen]

I'm tired #thatisall

[SP!KE @GetTheSpike]

Customers want solutions not excuses or conversations around shifting blame. Why waste their time and potentially annoy. Fix the problem. #solutions #GetTheSpike

[Stephanie Thum, PhD, CCXP @stephaniethum]

Leaders, be clear about intended customer experiences. Encourage collaboration. Give your people air cover to work together.

In the absence of clearly stated #customer goals, employees will stay in their silos and make up their own.

#CustomerExperience #CX #Leadership

[Stephanie Thum, PhD, CCXP @stephaniethum]

You call it churn. The customer calls it “shopping elsewhere.”

You call it processing time. The customer sees it as wait time.

Sharing the same vocabulary with your #customer puts you on the path to a more customer-centric culture.

Try it and see. #cx #customerexperience

[Alex Green @AlexCAGreen]

Ppl want solutions not fancy words.

[Alex Green @AlexCAGreen]

Who is your audience? If you are the provider, chances are your customers don't know all the jargon you are using. Speak plainly. Why?

[Alex Green @AlexCAGreen]

I'm not sure anyone will leave impressed if they leave the exchange no better off.

[SP!KE @GetTheSpike]

Happy 59th Jamaica! Out of Many, One People.

#jamaica #Jamaicans #independenceday #getthespike #59years

[Stephanie Thum, PhD, CCXP @stephaniethum]

Great #cx doesn't happen by waving a magic wand. 🪄

You need an unstoppable rhythm and cadence around customer #feedback, #metrics, #governance, action-planning, and #strategy.

#CustomerExperience #Marketing #Process #Improvement #BusinessImprovement

[Stephanie Thum, PhD, CCXP @stephaniethum]

#CX is not a customer satisfaction score. ✔️

It’s a way of doing things.

You have to treat it like the business discipline it is.

#CustServ #CSat #CustExp

[Usain St. Leo Bolt @usainbolt]

National Baby Trials had me 😂 🤣😅
Thinking I should I have a entered when I was a kid @DIGICELJamaica
What's your favourite moment from the video?  

#Olympics #Tokyo2020

[Alex Green @AlexCAGreen]

Focus on what you can do. Don't limit yourself by focusing on the roadblocks.

[Stephanie Thum, PhD, CCXP @stephaniethum]

You call it churn. The customer calls it “shopping elsewhere.”

You call it processing time. The customer sees it as wait time.

Sharing the same vocabulary with your #customer puts you on the path to a more customer-centric culture.

Try it and see. #cx #customerexperience

[Alex Green @AlexCAGreen]

A1. Definitely! Products must be coupled with excellent service and excellent service with quality products or the desired outcomes are less likely to be achieved or sustained #cxchat