Spice up your CX leadership: Why YOU need to be the Chief Reminder Officer
In the fast-paced world of customer experience (CX), leading your organization to customer-centric success is no easy task. It requires more than just understanding your customers - you need to inspire your team to embrace that same mindset. And to do that, you must become what I call the Chief Reminder Officer (CRO).
So, what exactly does it mean to be the Chief Reminder Officer? Let me explain.
What is a Chief Reminder Officer?
As CX leaders, we are used to wearing multiple hats. We are strategists, communicators, innovators, and sometimes even cheerleaders. But there's one role that often gets overlooked, and yet it's critical to long-term success: repetition.
The biggest problem in communication, as George Bernard Shaw famously said, is the illusion that it has taken place. We present our CX strategy once, send out a few emails, and then expect it to magically embed itself in our organization. But research tells us otherwise.
The Forgetting Curve, discovered by psychologist Hermann Ebbinghaus, shows that 58% of information is forgotten within just 20 minutes! After 30 days, that number skyrockets, leaving only 21% of the message remembered. If we truly want to drive customer-centric change, we can't afford for our message to be forgotten.
That's why the role of the Chief Reminder Officer is so vital. Your job is to keep repeating the message - constantly reminding your team of the CX vision, the strategy, and the direction. This is how you create what I like to call the CX Ripple Effect.
How repetition creates lasting impact
Let's break it down. Imagine you're throwing a pebble into a pond. The first time you share your CX strategy, that's the first ripple. It might be small, and it will fade if not repeated. But if you keep throwing in that pebble - through meetings, workshops, emails, presentations, and one-on-one conversations - the ripples will grow larger and larger. Eventually, your message will become part of your organization, influencing decisions and actions at every level.
I've seen this firsthand during my time leading CX transformations. When I was responsible for CX at KPN, we used the same CX story for over two years. We repeated it in leadership meetings, team presentations, and workshops. The result? The story became a guiding principle for the entire organization, shaping how we approached customer experience and ensuring alignment from the top down.
Creating your CX Story
Now, you might be thinking, "That sounds great, Nienke, but where do I start?" It all begins with crafting a CX story: a narrative that communicates the urgency, the strategy, and the call to action for your organization. This story needs to be clear, compelling, and repeatable.
Your CX story is more than just a strategy document; it's a transformational tool. It provides direction, helps with decision-making, and unites your team around a common goal. And, most importantly, it's something you'll repeat again and again as you take on the role of Chief Reminder Officer.
If you're ready to dive deeper into the art of crafting a CX story and learn how to make it stick, I invite you to listen to my CX Leadership Talks Podcast. In my latest episode, I discuss the power of becoming a Chief Reminder Officer and how it can fundamentally shift your CX leadership approach. I also share practical tips and real-world examples to help you build and repeat your own CX story with confidence.
Ready to spice up your CX leadership?
If you're serious about spicing up your CX leadership, I encourage you to take the first step today. Becoming the Chief Reminder Officer for your organization isn't just about repeating the message; it's about embedding customer-centricity into the DNA of your team. With consistency, clarity, and the right CX story, you can drive lasting change that truly impacts your customers and your business.
To get started, listen to the podcast episode on becoming a CRO and learn how to craft a CX story that sticks.
➡️ Listen to the CX Leadership Talks Podcast now
Thank you for being a part of this CX journey. Together, we'll create the ripple effect that drives fabulous customer experiences!
Until next time, keep spicing up your Customer Experience leadership.
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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.
