You\u2019d think a luxury watch store selling CHF 10,000 timepieces would obsess over the grand gestures. But no\u2014they obsess over the basics: being greeted, not being rushed, feeling understood.<\/p>\n\n\n\n
Maybe the real problem in customer experience isn\u2019t doing the basics. It\u2019s knowing what they are.<\/p>\n\n\n\n
Why I Made This Tool (and Why I’m Sharing It<\/strong>)<\/p>\n\n\n\n Over the last two and a half years, I\u2019ve been working (alongside some brilliant friends and collaborators) on a practical tool to help teams better understand how they show up for their customers. Not just in theory\u2014but in real, tangible, and sometimes overlooked ways. We call it the CX Enabler Card Deck, and it’s part of the broader CX Fundamentals Toolkit<\/a><\/strong>.<\/p>\n\n\n\n From Fancy Ideas to Foundational Moves<\/strong><\/p>\n\n\n\n We all love the shiny stuff\u2014surprise-and-delight moments, personalised journeys, CX innovation. But leaders (rightly) keep reminding us to \u201cget the basics right.\u201d The problem is, we don\u2019t always agree on what those basics are.<\/p>\n\n\n\n That\u2019s where this card deck comes in. It\u2019s not designed to give you answers\u2014it\u2019s designed to help your team agree on the questions.<\/p>\n\n\n\n How It Works<\/strong><\/p>\n\n\n\n There are 32 cards. On the front of each is a short customer experience statement\u2014things like:<\/p>\n\n\n\n The process is simple: lay the cards out, read each one, and have a conversation. Is it something your team is already doing well? Is it a priority right now? Or is it not relevant at all?<\/p>\n\n\n\n You can sort them visually (low to high priority, for instance) to build alignment around what good looks like in your context.<\/p>\n\n\n\n And Then Comes the Reveal<\/strong><\/p>\n\n\n\n Once you’ve sorted your cards, flip them over.<\/p>\n\n\n\n Some cards are green: these represent core CX basics\u2014the things that build trust, reduce friction, and meet fundamental expectations.<\/p>\n\n\n\n Others are orange: these are distractions. They sound like good ideas on the surface, but might actually derail your efforts or obscure what customers really need.<\/p>\n\n\n\n Each orange card is paired with a green one\u2014think of it as a nudge. For example:<\/p>\n\n\n\n Built-In Structure Without the Buzzwords<\/strong><\/p>\n\n\n\n Each card also maps to one of 16 CX pillars\u2014themes like:<\/p>\n\n\n\n These aren\u2019t just categories. They\u2019re conversation starters that help you move from individual tactics to strategic focus areas.<\/p>\n\n\n\n If You Want to Explore It Yourself\u2026<\/p>\n\n\n\n\n
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This shift might seem small, but it can reframe an entire interaction\u2014from being technically correct to being genuinely helpful.<\/p>\n\n\n\n\n