“Chief Experience Officer” (CXO) is a relatively new title in the corporate world. As companies have wrestled with ways to be sure customers have a consistent positive experience, no matter what part of the firm they touch, the CXO role has emerged as the answer.
Beth Forbes, a founding partner of Heart+Mind Strategies, is taking on the new CXO role at Heart+Mind. Previously, Beth wore many hats, overseeing operations, finance, staff management and quality. This broad background, along with her experience providing strategic counsel to clients, gives her a particularly appropriate set of skills for designing an end-to-end experience with the goal of delighting clients. The unique twist in her new role is Beth is also focused on delighting employees and steadfastly believes employee delight is tightly linked to delighted clients.
“We’re a company that has a deep history in understanding human emotions. And we’ve always functioned like a big family. When it comes to delivering great work to a client, we can’t set that history aside and say we’re just going to use our heads and forget our hearts. We have to ensure that associates working with our clients love what they do, care deeply about the client and believe that the client’s problem is their own, until it’s solved.”
To deliver that kind of deep commitment to clients requires a lot of support for each and every associate.
“First of all, we are a company of people who have a passion for understanding human motivation and apply that passion to solving client problems. All of our clients need to persuade, motivate and move stakeholders to action. We have a great research toolbox, but it’s the craftsmen wielding the tools who make the difference. So, as a company we want to find likeminded people who share that passion and give them the support and tools to help them ply their craft as skillfully as possible. It’s my job to make that happen.”
“Second, our staff is growing quickly. Heck, we’ve grown by 40% in 2017! Some folks are just starting out, others are in the later years of their career. However, all want to know their pathway in the company because we’re all better at meeting the needs of our clients if we feel like our own path is clear. In my new role, I’ll be working closely with all our associates to help them define a clear path that capitalizes on their own strengths, interests, ambitions and abilities.
“Finally, it’s important that good people be recognized and rewarded for outstanding work and the kind of innovation our clients want, need and value. As we’ve expanded our team in the past couple of years, we’ve brought on folks who bring exciting expertise from outside our world – – from management consulting, ad agencies, PR firms. They bring deep knowledge of different industries. We want to be sure that everyone in the company can benefit from each other’s diverse and sometimes divergent experience. I will be working to be sure everyone at Heart+Mind Strategies and at our clients benefits from the collective expertise. And that innovative ideas, whether home grown or from new colleagues, are recognized and rewarded.
Most importantly, though, Beth will be keeping an eye on all client interactions, measuring how close we come to our ultimate goal: to “grow client love.”