Six Degrees of Kevin Bacon Meets CX

Check out this video breaking things down by degrees of separation when it comes to how *all* employees impact the customer experience (CX.)

Transcript:

You’ve likely heard of “six degrees of separation.” The idea we are all closely connected to one another. What if you apply that to connections between your customers and employees? There might be fewer degrees of separation than you think. And we’re not just talking about the customer experience or CX connections of frontline workers here. The key is understanding the CX connections for *all* your employees.

Let’s start with the most obvious, what we call first degree employees. They are service-oriented and directly interact with customers… often one-on-one.

“Second degree employees” create a company’s products and services. They may not interact with a customer directly, but their work can impact the entire customer base.

How about third degree employees? They are workers who handle corporate functions and support first and second degree employees. Think legal or payroll.

Thinking about employee experience this way provides a more complete view of CX. Turning degrees of separation into a capacity for connection… to create a *community* of experience anchored in customer centricity.