I’ve decided to take on a personal challenge: Tweeting (@btemkin) a new customer experience tip for 100 straight days.

After accounting for the overhead in each tweet (like referring back to this post), I’m only left with about 105 characters. Hopefully I can keep up the pace and pack insight into that limited space. I’ll be using the hashtag, #CXtip, so you can follow along on twitter (or just keep coming back to this post).

The tips will cover the four customer experience core competencies: Purposeful Leadership (PL), Compelling Brand Values (CBV), Employee Engagement (EE) and Customer Connectedness (CC).

Here are the 100 #CX Tips:

#CXtip 1: Examine #insights for #customers’ journeys, not for individual, siloed interactions. (CC)
#CXtip 2: Engaged employees are extremely valuable assets. They’re worth even more of your investment. (EE)
#CXtip 3: You can’t fake it. Assume that customers & employees will always figure out what’s real & act accordingly. (PL)
#CXtip 4: Great #brands are built on making, embracing & keeping promises, so be clear about your #customer promises. (CBV)
#CXtip 5: #CustExp encompasses success, effort, & emotion. They all impact loyalty, but #emotion rules. (CC)
#CXtip 6: Don’t waste customers’ time asking them questions unless you are prepared to act on what they say. (CC)
#CXtip 7: #Employees are more #engaged when you ask for their feedback and act upon what they say. (EE)
#CXtip 8: Build commitment by appealing to #employees’ hearts, shared values & intrinsic motivations. (PL)
#CXtip 9: Not all customers are the same. Stop treating them as if they are. Think of using #personas. (CC)
#CXtip 10: What people experience is not what they remember; so take advantage of how people remember things (CC)

#CXtip 11: Prioritize #CustomerExperience investments on areas that will help keep your #brand promises. (CBV)
#CXtip 12: Regularly do something to #engage #employees in #CX ~ story sharing, learning, team celebrations (EE)
#CXtip 13: Activate your promoters (don’t just focus on detractors); they’re likely happy to help. (CC)
#CXtip 14: Make sure people understand “why” things need to change before talking about the “what” & “how” (PL)
#CXtip 15: Helping #employees achieve personal goals in turn helps the company achieve its goals. (EE)
#CXtip 16: Don’t launch #marketing campaigns unless #employees #believe you can keep implicit & explicit #promises. (CBV)
#CXtip 17: Shift your #VoC focus from multiple-choice to unstructured questions; they’re more actionable. (CC)
#CXtip 18: Driving #CustomerExperience transformation is more about #culture change than interaction #design. (PL)
#CXtip 19: People make most decisions based on intuitive, unconscious heuristics. Design for those biases. (CC)
#CXtip 20: Middle managers are caught between future visions & current operations. Solicit their input & support. (EE)
#CXtip 21: Branding is about communicating a story, while a #brand represents your fundamental beliefs. (CBV)
#CXtip 22: Don’t bother customers with questions that you should know the answers to – use the data you have! (CC)
#CXtip 23: Make sure your hiring and onboarding processes embed your values within new employees. (EE)
#CXtip 24: Feedback isn’t the only (nor necessarily the best) source of #customer insights. Examine #behaviors. (CC)
#CXtip 25: Compensation only becomes a problem with employees when their intrinsic needs aren’t being met. (EE)
#CXtip 26: Every interaction is a chance to build or break your #brand. If “We Care,” then it should show. (CBV)
#CXtip 27: Endings have a disproportional impact on how experiences are remembered; so #design them. (CC)
#CXtip 28: Large investments to improve #CustExp often fail unless you #design the little things that matter. (CC)
#CXtip 29: Want significant #CustomerExperience improvement? Execs must commit to alter how they run the business. (PL)
#CXtip 30: Purposeful #leaders instill a clear sense of direction; where the org and everyone in it is headed. (PL)
#CXtip 31: Have front-line #employees attend cross-functional meetings to share what they hear from customers. (EE)
#CXtip 32: All employees need to understand the customer – including back office and non-customer facing. (EE)
#CXtip 33: Want to better understand customers? Do less quantitative and more qualitative research. (CC)
#CXtip 34: Your #brand is determined by how you treat #customers, not by how you tell them they’ll be treated. (CBV)
#CXtip 35: To know what’s truly important, look at the agendas for the executive team’s staff meetings. (PL)
#CXtip 36: How many of projects would have been more successful with less communications? Communicate more! (PL)
#CXtip 37: Embed values into supporting practices like hiring, training, daily routines, and reward programs. (EE)
#CXtip 38: Customer familiarity breeds alignment, so talk more about customers’ needs & wants, less about yours. (CC)
#CXtip 39: Want to drive culture change, then you’ll need to explicitly activate middle managers. (EE)
#CXtip 40: Reinforce desired #CX behaviors with team celebrations and peer-to-peer recognition. (EE)
#CXtip 41: Help employees understand the organization’s values by being clear and consistent. (PL)
#CXtip 42: Learn from #WaltDisney: “Do what you do so well that they want to see it again & bring their friends.” (CBV)
#CXtip 43: If you want #employees to support your vision, then craft & repeat a simple, compelling message. (PL)
#CXtip 44: When employees feel like they’re contributing to the company’s success, they contribute even more. (EE)
#CXtip 45: Great #leaders provide a compelling #vision for the future, not a long list of action items. (PL)
#CXtip 46: Inspire employees to do the right thing, don’t just control them from doing the wrong things. (EE)
#CXtip 47: Communicate priorities with your actions, not your emails. What are your decisions really telling people? (PL)
<More CXtips are on the way>