What is CXO? CXO stands for Customer eXperience Optimization. There are two main areas CXO are divided into. The first is customer-facing assets like front-liners, sales people or customer service representatives. The second is non-customer facing assets like your supply chain, partners, and item processing.
Basically, it’s everything that comes into contact with the customer before, while, and after purchase.
To all our Filipino CEAs, Clients and Partners at SatisFIND, we wish you a Happy Independence Day!
Given the current buzz about the Philippines, be it the “It’s more fun in The Philippines” campaign by the Department of Tourism or the positive rating for the country in the financial markets, I am reposting one of my earlier blogs to pay tribute to the greatness of the Filipinos.
Filipinos have always been known for our warm hospitality, so it makes sense that we are also considered world-class in customer service. We leverage on our culture and innate behavior to be able to provide a method of customer service that is uniquely Filipino.
Retailers like hip supermarket Trader Joe’s and tech warehouse Best Buy have to represent a wide array of products and items on their shelves. As a result, they can’t be expected to stand by each product they offer, either figuratively or literally.
So to be true to their “best customer service” promise, these stores have done what few stores are willing to do: encourage honesty amongst the staff and induce them to speak freely about items and experiences in the store, confidently citing internet reviews and even sharing in-store feedback from customers.
Asking for customer feedback is never easy, especially in person. The potential for being “put on the spot” is heavy on both parties, and is generally avoided. But thanks to the internet, it’s a lot easier to give unsolicited feedback. Online accounts for people and for businesses work on so many levels, as consumer protection and free marketing. But as it has opened the valves on people’s opinion, it released a torrent of opinion.
Starting with anonymous accounts, to the various Like/Dislike, +1, ReTweets, and Favorites, customer feedback is getting more and more important to host and to guest. Companies like TripAdvisor rely mainly on guest recommendations and warnings to hostels and hotels alike. A business owner should only Google their own business name to find out what are being said about them.
A common practice some years ago was to type in “I hate (company name)” to see if that web page was constructed. But it seems to have died out in the advent of social networking sites. It seems people prefer to let their friends hear their gripes, rather than to no one in particular.
Customer service used to be a hotline for complaints. It used to be a reception desk for special requests, and the occasional raffle or the lost child at the mall.
But as we all now know, customer service has evolved. Avis is most remembered for its 1962 campaign, “We Try Harder” (which, by the way, has just been retired! After 50 years!). Yes, this was an advertising line. But what they did was to put the customer in the middle of their marketing efforts to show how strongly they wanted you to go with them instead of the #1 rental company. Does anyone even remember who their bigger competitor was?