The CX Story Blueprint: How to create and apply it as a CX Leader
First of all, a big thank you for all the wonderful reactions to last week's blog on being the CRO - Chief Reminder Officer! Your feedback keeps me energized and motivates me to keep delivering valuable content for your CX journey.
Today, I want to take you behind the scenes of a transformative weekend I had on September 14th and 15th at the Catalyst Content Retreat with the brilliant Jane Anderson in King's Cliff, Australia. For over a decade, I've been in business, and I'll be the first to admit, creating consistent, high-impact content hasn't always been easy. That's why I was so eager to learn from Jane, who has developed a fantastic system of "pink sheets" to structure content creation.
After two full days of workshopping from 9 AM to 5 PM, I left with newfound clarity on how to structure the content I share with you. Jane's approach was so inspiring that I couldn't stop myself from working on it even after a long day! As energized as I was, I realized that's exactly what I want for you when it comes to building your CX Story - a framework that keeps you motivated and engaged long after the initial excitement fades.
Enter: The CX Story Blueprint
While Jane has her pink sheets, I've developed something of my own for CX leaders like you - the CX Story Blueprint! It all started at the CX Leaders Advanced event in Denver, where I tested this method for the first time. Now, it's a cornerstone of my upcoming CX Story Online program. I know so many of you are eager to craft a compelling change narrative for your organization but are unsure where to begin. That's exactly why I created the CX Story Blueprint.
Why the name "blueprint"? Well, blue stands for trust, reliability, and professionalism - qualities we need as CX leaders, right? It also symbolizes calmness and clarity, which are essential when guiding your organization through CX transformation (and let's not forget, it's the color of my signature blue dresses ;-)).
The four elements of the CX Story Blueprint
Now, let me give you a sneak peek into the CX Story Blueprint. It's built on four essential elements that help you create a story that connects with your audience and drives meaningful change. We'll dive deeper into these during my free webinars on November 5th and 6th(register now to join!). Here's a preview of the framework:
1️⃣ The personal element: This is your opportunity to connect on a human level. It's where you share a personal story that ties you to the content and draws your audience in. In next week's blog, I'll share tips on how to choose personal stories that resonate with your audience.
2️⃣ The sense of urgency: Why is it crucial for your organization to focus on customer experience right now? Whether it's linked to declining NPS scores, shifting market demands, or a new company mission, you must create a sense of urgency that shows CX is not just important-but critical.
3️⃣ Your CX strategy: This is the roadmap for guiding your company toward a customer-centric future. It outlines the key components, such as voice of the customer, customer journey mapping, and metrics. In the webinar, we'll explore how to build a robust CX strategy that drives impactful change.
4️⃣ Call to Action: This is where many CX leaders miss the mark. Too often, a presentation ends with a vague closing statement. But what we want is a call to action that sparks movement, creating the ripple effect that leads to meaningful progress. In two weeks, I'll be sharing techniques to craft calls to action that get results.
Ready to build your CX Story?
Here's the exciting part - once you've mastered the CX Story Blueprint, you'll have a framework that helps you craft compelling narratives consistently, just as I now use Jane's pink sheets to create content. This blueprint will enable you to inspire change and drive customer-centric behavior across your organization.
I'm beyond excited to share more about the CX Story Blueprint during the upcoming webinars on November 5th and 6th. If you're ready to create your own CX story and see it in action, click here to register, it's free! Plus, as a bonus, you'll receive the CX Story Blueprint so we can work through it together during the webinar!
In the meantime, feel free to reach out with any questions or thoughts about building your CX story. I'd love to hear from you!
Until next time, keep leading with heart and creating those CX ripples.
*****
Nienke Bloem is often called the Customer Experience speaker in the blue dress.
She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.
Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations.
With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.
