5 Elements of an Exceptional Customer Experience

Last Updated January 14th, 2022

Elizabeth Dixon, Elizabeth Dixon Speaks, Chick-fil-A, strategy, innovation, customer experience, CX, employee experience, EX, employee engagement, exceptional experience, customer service
 

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Choose your mindset. Create your culture. Know your customer. Define your differentiator. Pursue innovation.

These five elements build on one another (somewhat sequentially) to create a holistic and remarkable customer experience. To deliver consistently and well is exceptional.

Today’s guest is Elizabeth Dixon. Elizabeth is a live and virtual speaker at Elizabeth Dixon Speaks and Principal Lead, Strategy, Hospitality & Service Design at Chick-fil-A, a brand is synonymous with exceptional customer and employee experience.

For Elizabeth, the five elements of CX come into play every day and at every turn. She also has a clear understanding that customer experience will never be better than your employee experience. Intentional, hospitable, and caring EX correlates directly to outstanding CX (research insights on this are in Episode 134). When your employees feel cared for and cared about, they, in turn, bring that same level of enthusiasm and benevolence to your customer.

In addition to her current roles, Elizabeth is an entrepreneur and speaker who has served as a business coach for CX leaders like Disney, Zappos, and Southwest Airlines.

Today Elizabeth shares her thoughts on how the element of differentiation connects the other four elements of CX. Why? Because it’s challenging to set yourself apart or to know the unique attributes you bring to the table without first choosing your mindset, creating your culture, and knowing your customers. (And, of course, brands can’t pursue innovation unless they understand what differentiates them in the first place.) Elizabeth also shares her insights on wellness and how it can enrich our lives and the EX in many different ways.

Elizabeth and I also discussed:

How culture should be defined
Why EX is a prerequisite for exceptional EX
What the connection between differentiation and loyalty is
Why customer experience should become a broader ethos throughout culture
What role employee wellness plays in EX

 

 

5 Elements of an Exceptional Customer Experience

Hear Episode 179 and any/every other conversation of The Customer Experience Podcast in your favorite podcast player …

Before or after you listen, please give an extra click to rate the show (or even take a minute to leave a review) – it’s helpful for the show and community!

 

We also embed the full conversation and make it searchable right here in these blog posts. The recording with Elizabeth Dixon is right here …

 

 

 

 

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Video Highlights: 5 Elements of an Exceptional Customer Experience

Check out the top five video highlights from the discussion with Elizabeth Dixon

 

1. CX is Product, Process, People, and Place

 

 

2. Your Customer Experience Will Never be Better Than Your Employee Experience

 

 

3. Element 1: Choose Your Mindset

 

 

4. Element 5: Pursue Innovation

 

 

5. The Importance of Health and Wellness

 

Links Related to This Conversation:

 

 

Other Episodes You’ll Enjoy:

 

 

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Ethan Beute | About The Author

Chief Evangelist at BombBomb, co-author of Rehumanize Your Business, and host of The Customer Experience Podcast, Ethan collects and tells stories of clearer communication, human connection, and higher conversion with simple, personal videos. BA: University of Michigan. MBA: University of Colorado-Colorado Springs. Fresh air & clean water.

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