CX Speak

HO HO HO!! Santa’s got some Customer Experience Lessons this Christmas!

Written by Sonal Jaiswal | Evangelist, Customer Guru

The holiday season is here! The festivity and enthusiasm all around is hard to miss. As kids, the biggest question for all of us was – “What will Santa Claus get me this Christmas!!” Now that we have grown up, most of us are playing Santa Claus for our kids, but we at Customer Guru have some CEx lessons for all of you from Santa!

Santa is not just this old man who climbs down the chimney to secretly grant children’s wishes. He can also turn into a Customer Experience Guru! Santa could teach organisations how to become a top brand in customer experience, just as he is amongst the kids all around the world. Let’s look at the amazing lessons that we can learn from him.

Listen to your customers and understand what they want

Santa is a great listener. He listens very closely to his customers and knows exactly what they want. He reads every letter and request he receives; carefully sorting through every wish. What’s more, he keeps us waiting for him, year after year.

Be well connected with your customers

Santa, without an ounce of doubt, is very closely connected with his customers. Also, he ensures it’s extremely easy to get in touch with him. And the emotional connect that he has with his customers is very strong and deep.  Isn’t it awesome that he also personally visits each of his customers every year. That personal touch is so important!

Keep the brand sacrosanct

Brand Santa, which is about spreading happiness and giving joy, is extremely deep rooted amongst Santa’s employees. He ensures that his elves are aware of the core values of the brand and that they hold it sacrosanct. Little wonder then, that Brand Santa enjoys customer loyalty like no other.

Build a great team and keep your employees happy

December is an extremely busy month but Santa never fails to deliver. Ever wondered why? That’s because Santa is a fantastic, generous and a considerate boss! He has also built a fantastic core team. He keeps his elves and reindeer happy. He has built an amazing customer centric culture right from Day 1. His employees know exactly what is expected of them. He effectively communicates with them and also encourages them to deliver, despite the stringent deadlines and last minute surprises. It is amazing how he collaborates with his employees and delivers every single time.

With such great CEx lessons to give, don’t you wish Santa was heading your CEx initiatives? Be the Santa Claus for your customers and they will love you forever!

From Team Customer Guru, here’s wishing each one of you a great festive season, a very Merry Christmas and a very very Happy New Year!!!

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