Customer Experience (CX) is the overall perception customers have of a company based on every interaction they experience, from using the app or website to receiving support and engaging with the brand. It goes beyond customer service — it’s about how the

1. Raise awareness of Customer Experience across all departments.
2. Align teams on their roles in the customer journey.

1. Customer Experience: The North Star Building a Customer-Centric Culture

2. Session Objectives 1. Raise awareness of Customer Experience across all departments. 2. Align teams on their roles in the customer journey.

3. What is Customer Experience?

4. The 4Es of CX The 4Es of CX 1. Emotions: How customers feel during and after interactions. - Positive emotions create loyalty; negative emotions deter future interactions. - Examples: Delight when resolving an issue quickly or frustration with a delayed response. 2. Expectations: What customers believe will happen based on promises and past experiences. - Align marketing and operations to deliver consistent experiences. 3. Effortless: Reduce the work customers must do to achieve their goals. - Example: Streamlined app navigation to place orders easily. 4. Execution: Deliver what was promised with precision and reliability. - Focus on speed, accuracy, and consistency.

5. The 4Ps of CX - Our CX Framework: The 4Ps 1. People: - S taff who interact with customers direct pr indirect. - Training programs to instill empathy and service excellence. 2. Process: - Efficient workflows to ensure a smooth customer journey. - Example: Optimizing pickup times at partner restaurants. 3. Product/Service: - Ensuring food quality, accuracy of orders, and consistency in service delivery. 4. Platform: - Technology that is user-friendly and accessible. - Regular updates based on customer feedback.

6. Departmental Roles in CX - Marketing: Clear communication and accurate expectations. - Operations: Streamlined processes for a seamless experience. - Tech/BI: Data-driven personalization. - CX Team: Closing the feedback loop.

7. Building a CX Culture 1. KPIs: - all the KPIs across all departments must be aligned with CX concept. 2. Coexistence: - Breaking silos between departments to ensure a unified CX approach. - Shadowing sessions where employees experience the customer journey firsthand. 3. Employee Experience: - Happy employees lead to happy customers. - Regular check-ins, surveys, and benefits to boost morale and performance. 4. Employee Investment: - Training on CX principles, tools, and best practices. - Recognizing and rewarding employees who go above and beyond for CX. 5. Customer Club: - Initiatives like focus groups and direct feedback sessions. - Exclusive perks for loyal customers to strengthen engagement.

8. Closing & Q&A - Key Takeaways: - CX is our North Star and everyone’s responsibility. - Small actions have a big impact on CX.