Globe-Trotting for Top-Tier Customer Experience

Globe-Trotting for Top-Tier Customer Experience

The Gist

  • Identity evolution. Changing one’s name post-marriage becomes a moment for contemplating identity in public spaces.
  • CX wisdom. Travel experiences bring valuable insights into customer experience, emphasizing the balance between human interaction and technology.
  • Global impact. World travels shape a unique and diverse lens on customer experience, enhancing consultancy approaches and writing insights.

In this discussion, CMSWire Contributor Nichole Hinton offers a fresh take on the multifaceted world of customer experience. The talk goes beyond treating customer service as a mere buzzword and delves into how culture and individual journeys shape the experience.

With insights from various cultures around the world, the interview reveals invaluable lessons in delivering exceptional customer service. The conversation suggests that the secret to excellent CX could hinge on finding the right balance between technology and the human touch.

Dom Nicastro: All right, Dom Nicastro, managing editor of CMSWire back with a familiar face with a new name. So that’s the news right off the bat. Nichole Hinton. Hi, Nichole.

Nichole Hinton: Hi. How are you? 

Nicastro: Good. A large departure from the Devolites brand of Nichole, her former last name, but big news recently got married. Congrats. 

Hinton: Thank you very much. And I feel like if Prince can change his name, it’s alright for me.

Nicastro: I love it. How do you pronounce your company’s name again, Nichole.

Hinton: LYSI.

Nicastro: OK, LYSI company. You do CX consulting there. We know that. And you’ve been a frequent CMSWire contributor. We appreciate that very much.

Hinton: So besides the wedding news, we’re going to talk CX. How’s that sound? 

Hinton: Sounds perfect. 

Global Travels Reveal Unexpected Lessons in Customer Experience

Nicastro: OK, good. Now, first topic is, you know, you did a column shockingly about travel and CX. Like that’s that seems to be a theme. No.

Hinton: Yeah, small theme.

Nicastro: You’re either writing about your travels, or how your home experiences relate to CX, like going to a local grocery store, getting wine having to deal with inflation, with wine. 

Hinton: So, right, they’re developing around what I like. 

Nicastro: But seriously, these columns resonate because they have you’re getting experiences from around the world, not just like the North American experience with customer experience. And you’re learning some big lessons. So let’s talk about this column. You went you traveled around the world talked about three particular places. Let’s start with Seychelles, which I looked that up how to pronounce it. Did I do that right. 

Nicastro: You did. Yes. So you went there, what did you learn? 

Hinton: Yeah, you know, it’s, it’s, by the way, it’s so far away. For those of you that have no idea where this is, it’s in the middle of the Indian Ocean in East Africa. And that island, there’s a chain of them, actually. But most of those people don’t actually leave the island, the more that we met, the more that we found, they were born and raised, but they never felt like they needed to leave, because so many different cultures come in. They feel like they experience it while they live there. 

But the really cool thing that I learned was a sense of community. They have tech, obviously, I mean, I was able to get access to the internet, but it doesn’t rule their life. It’s something where they’d rather build those human connections, which is what their customer service is based off of, is taking the time to get to know people and have conversations, something I think that you know, we tend to take for granted. 

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Nicastro: Yeah, yeah. And I think what was I think it was that example where the person that you’re talking with, like, like you said, had a lot of pride in meeting people in connecting people and being prideful about their island. And they kind of, you know, see getting getting in these positions is like a badge of honor. 

Hinton: Yeah, they do. And, and it’s, it’s interesting, because in there’s an example, here’s our Orientation Guide, when we got to a resort, born and raised on the island never left. But she spoke three languages simply because the people that she met over time, taught her a lot of those languages. So she speaks both Russian and French. Now French, is traditionally what you would think they would speak and say shall there’s a whole history behind it. But usually they don’t they speak English. And so for them to learn this piecemeal just by people visiting the islands and then being curious, just think what that does for customer experience for people from other countries that might not speak English. So it’s really neat to see what kind of effect it’s had on the island, just in terms of, you know, connecting again, with humans, but also providing, you know, a higher level of experience you wouldn’t expect. 

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Nicastro: Yeah, we use that as a metaphor with CX. We say speak the language of your customers. Literally that person did. 

Hinton: Yeah. 

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