profile

CX Passport

No One There? No Customer Experience.

Published 12 months ago • 1 min read

Something is missing from CX…

Hi there,

You can design the best customer experience strategy in the world, but if no one is there to serve your customers, it doesn’t matter.

Irina Mateeva puts it bluntly:

“I always say there's no customer experience if there's no one there for your customers.”

In this week’s CX Passport, Irina shares why workforce management isn’t just about schedules. WFM is a strategic tool…to ensure great customer experiences actually happen.

We talk a lot about improving customer journeys, reducing friction, and making experiences seamless. But none of that matters if a customer reaches out and no one is there to help them.

No matter how great your product, website, or marketing is, if there’s no employee available when a customer needs them, the experience falls apart.

No…it’s worse than that.

The experience fails to exist

That’s why Irina cares so much about workforce management. It’s about ensuring the right people are in the right place at the right time.

Businesses that treat WFM as an afterthought end up with frustrated employees, long wait times, and customers who walk away.

But companies that get it right? Well…I bet you know the answer but listen to Irina’s episode to find out

Your Turn​
In the show, I talk about an experience as a customer where it was clear WFM was not a focus. Has something like that happened to you?

Put those tray tables up and buckle those seat belts. Let’s go!

-Rick

P.S. If you know someone who might benefit from this week’s newsletter, please feel free to forward this to them. Or they can sign up here.

What’s on tap this week?…

Host - Rick Denton

Rick believes the best meals are served outside and require a passport

🎤🎞️“The one with WFM” with Irina Mateeva in CX Passport Episode 209🎧

Bring CX Passport Live to Your Event!

Excite your attendees, celebrate high value customers, increase conversion, create revenue

Hello?…Is it me you’re looking for?

Let's talk. Sometimes the only way to know if we're the right traveling party is to talk. Grab a time that works for you.

I love Kit and think you will as well. Want to upgrade your newsletter AND help out CX Passport?

Make the change to Kit like I did: https://partners.kit.com/cxpassport​

6160 Warren Parkway Suite 100 PMB 105842, Frisco, TX 75034
​Unsubscribe · Preferences​

CX Passport

Your weekly excuse to ghost Slack for 10 minutes. Get proven ideas from CX Passport’s expert guests...quick, sharp, and right to your inbox (You're not following the pod yet? Watch at www.youtube.com/@cxpassport Listen at www.cxpassport.com)

Read more from CX Passport

Doable Is Dangerous In this week's CX Passport, Gloria Gupta and I talked about transformation inside a complex organization. It’s about choice. “It’s figuring out how to do what is worth doing, not just doable.” – Gloria I’ve seen this tradeoff play out more times than I can count. A leader knows the right long-term move. Fix the broken authentication process. Redesign the experience properly. Invest in the infrastructure that prevents friction instead of patching over it. But the quarter is...

7 days ago • 1 min read

We Keep Promoting the Wrong People In this week's CX Passport, The One With the Answers in the Field, April Sabral and I got into something that shows up in retail… but isn’t limited to retail at all. “Just because you were really great at sales or driving results does not mean that you're going to be really good at leading 10 people.” - April That’s obvious. And yet, we do it constantly. Retail does it because results are visible. Your store hits plan… you get promoted. You exceed KPIs… you...

14 days ago • 2 min read

Designing shame into the experience? In this week's CX Passport, I talked with Joe Macleod about something we still don’t design with the same care as the rest of the journey: the end. We spend a lot of time empowering customers early. We give them tools to compare, investigate, customize, and choose. Agency is designed into the experience from the start. When the relationship winds down, that support often disappears. Joe said: “What we’ve done with the consumer is bamboozle them in this...

28 days ago • 1 min read