Why No One Shows Up For Your Customer Experience Meeting

Have you or a customer experience officer ever called a meeting to talk about customer experience, only to have no one show up?

It’s a common problem in organizations that don’t understand the importance of customer experience and what it means to every person inside the company. Most people simply aren’t incentivized to care about customer experience. In order to get them to show up and want to improve the experience, you’ve got to change the rules.

Focus on the Bottom Line Money talks, especially when it comes to customer experience. In most cases, when people don’t care about customer experience it’s because they don’t see how it’s getting them any money. To get people to care, you’ve got to show them the ROI that comes from customer experience. A recent study found that if a company with $1 billion in revenue makes even small progress in customer experience, it can gain $823 million in revenue over three years. That’s nothing to scoff at!

People are naturally more incentivized to get on board with something when they realize they get something out of it. In the case of customer experience, getting satisfied and loyal customers might not be enough. But when people see that those loyal customers make a big difference in the revenue stream, they’ll likely be more willing to listen and participate.

Start with Influential Leaders To get the company invested in customer experience, you need the buy-in of the CEO, CFO and other influential executives. Once these leaders can see how customer experience impacts the bottom line, they can encourage other employees to come to the meetings and make it a priority. It will then become part of how your company does business.

We need a fresh start to how we think about customer experience. It’s not just fluff—it should be a powerful part of a business’s strategy. Changing the rules and getting people invested in the impact of customer experience can turn those hum-drum meetings that no one comes to into packed rooms that people are excited to attend. Show the power of customer experience and watch as employees are eager to join the conversation. Getting more employees excited about customer experience will create a wonderful experience for customers and build a customer-centric culture in your organization.



Blake Morgan is a keynote speaker, futurist and author of “More Is More.” Sign up for her weekly customer experience newsletter here.

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