[{"@context":"http:\/\/schema.org","@type":"Article","@id":"https:\/\/www.the-future-of-commerce.com\/2019\/10\/24\/retail-cxtweetchat\/#Article","articleBody":"Have you joined a #CXTweetChat yet? If not, you\u2019re missing out!\nIt was a lively discussion on Twitter during our last session as we were discussing the role of transparency in customer experiences in preparation for #CXDay2019. Folks from all industries joined in using the hashtag #CXTweetChat.\u00a0\nIn particular, it was an interesting day to have the chat, especially on a social network like Twitter. Why?\u00a0\nBecause earlier that day, Facebook said politicians don\u2019t have to follow the rules of transparency as others on the platform \u2013 which raised a ton of questions around social platform responsibility, especially in regards to transparency.\u00a0\nThat was an answer to the second question asked of the day, but it was a leading indicator of where the conversation would go.\u00a0\nWe are living in a time in which transparency is important in nearly all sectors \u2013 but some of the most important ones, like social media platforms, are backing away from transparency. While other industries, like retail or the food industry, are moving more and more toward it.\u00a0\nThe health sector was brought up multiple times in the discussion, especially as millennials are facing a search for transparent health care providers for aging parents.\u00a0\nThere have been some solutions offered in this realm, such as Honor, the at-home health care platform started by ex-Googlers who were looking for easier, more trust-worthy ways to get in contact with providers.\u00a0\nWhat was clear throughout the conversation was that, first, it\u2019s better to be proactive about transparency than reactive. After all, you don\u2019t want to end up in a Flint, Michigan situation.\nIt was also clear, though, that brands don\u2019t always get this right. After all, it is a group of people behind every brand, and we all make mistakes. Sometimes you disagree with a customers. Sometimes, the details slip through. But, the worst thing you can do is offer no response.\u00a0\nIn fact, there were multiple situations brought up that showcased wrongdoing by a brand, with an apology and a course of action. For many, this made them like that brand even more.\u00a0\nAfter all, the basics of a good and transparent customer service experience is based in the golden rule: do unto others as you would have them do to you.\u00a0\nIn other words, a good CX experience is hard work for brands, but it is about relationship building \u2013 not perfection.\u00a0\nIt means admitting you were wrong \u2014 via e-mail, social, a phone call. So, it means a lot of effort, too. It's like any other relationship that you want to last. \ud83d\ude42 #CXTweetchat https:\/\/t.co\/lT7BD8HT55\n\u2014 Federica De Monte (@federicademonte) September 27, 2019\nThis mentality and mantra, if you will, applies also to how your brand treats its employees. \nIt\u2019s the employees, at the end of the day, who will be dealing with customers and implementing any CX solution. If they are not treated in the same way they are expected to treat the customers, who can expect turn over (which is expensive) as well as careless and even potentially purposeful \u201cmistakes.\u201d\nFor some brands, this will mean that employees come first, even before customers. That\u2019s because giving employees a higher purpose and loyalty to the brand, instilling the values of the brand within them through daily action and repetition, will ultimately have them treating customers better, too.\u00a0\u00a0\nTransparency, in that way, is a habit and a muscle that needs to be exercised.\nWe need to protect employees too. The customer isn't always right but there are resolutions where you aren't siding with customer at the expense of the employee. #cxtweetchat https:\/\/t.co\/Gt4OoevmIG\n\u2014 Shalini Mitha (@shalinimitha) September 27, 2019\nAt the end of the day, customers need to feel like they are getting the real \u201cyou\u201d every single day. And the best way to make that happen is by actually having the real \u201cyou\u201d show up \u2013 through a happy employee who believes in the brand.\u00a0\nA3 Customers need to feel like they are getting the real \"you\" from the first touch point. In an age where trust is a commodity in short supply, brands need to make every effort to create a partnership based on openness and clarity. #CXTweetChat\n\u2014 Michael Joseph (@LoneDigiMarketr) September 27, 2019\nSo, how do you make this happen, especially at larger organizations that do not have this type of thinking built into their DNA?\u00a0\nWell, you begin with yourself. After all, you are the change you wish to see in the world. Second, find brands that are already doing this and winning \u2013 and then present on them. Walk executives and leaders through the conversations and communities these brands are building, and make a financial case for being a more transparent organization.\u00a0\nTransparency is its own currency in the end. And that\u2019s because transparency breeds trust. And trust, that is the most valuable emotive you can elicit from your customers. To be a brand that is trusted, like Patagonia or The New York Times, is to be a brand that lasts for centuries.\u00a0\nTransparency builds trust, Trust is the currency of your business. Lose trust, lose customer. #CXTweetchat #SAP_CX https:\/\/t.co\/5hwYJUM6vp\n\u2014 Shalini Mitha (@shalinimitha) September 27, 2019\nJoin us for our next #CXTweetChat on Friday, October 25, 11:00 a.m. EST, 8:00 a.m. PST. We\u2019ll be discussing all things customer service and CX!","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/2019\/10\/24\/retail-cxtweetchat\/#Article_Person","image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/2019\/10\/24\/retail-cxtweetchat\/#Article_Person_ImageObject","url":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/uploads\/2019\/07\/Tracey-Wallace-150x150.jpg"},"name":"Tracey Wallace","sameAs":"https:\/\/twitter.com\/TraceWall","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/tracey-wallace\/"},"dateModified":"2020-11-06T22:10:29+00:00","datePublished":"2019-10-24T17:42:23+00:00","description":"Transparency #CXTweetChat demonstrates that we're living in a time in which transparency is important in nearly all sectors.","headline":"#CXTweetChat unveils retail doing it right, social platforms letting loose","image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/2019\/10\/24\/retail-cxtweetchat\/#Article_ImageObject","height":"630","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2019\/10\/thumbnail-63af7b3eaab5963a09d628a223535537-1200x630.jpeg","width":"1200"},"mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2019\/10\/24\/retail-cxtweetchat\/","name":"#CXTweetChat unveils retail doing it right, social platforms letting loose","publisher":{"@type":"Organization","@id":"https:\/\/www.the-future-of-commerce.com\/","additionalType":"https:\/\/www.wikidata.org\/wiki\/Q1193236","description":"Relevant, timely information & analysis on commerce trends, both consumer-facing and B2B.","logo":{"@type":"ImageObject","@id":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-new-2x.png?_=1","height":"96","url":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-new-2x.png?_=1","width":"500"},"name":"The Future of Customer Engagement and Experience","sameAs":["https:\/\/podcasts.apple.com\/us\/podcast\/a-call-for-a-better-experience\/id1479742201","https:\/\/twitter.com\/FutureOfCEC","https:\/\/www.linkedin.com\/groups\/4844282","https:\/\/www.the-future-of-commerce.com\/feed\/"],"url":"https:\/\/www.the-future-of-commerce.com\/"},"url":"https:\/\/www.the-future-of-commerce.com\/2019\/10\/24\/retail-cxtweetchat\/#Article"},{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2019","item":"https:\/\/www.the-future-of-commerce.com\/2019\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"10","item":"https:\/\/www.the-future-of-commerce.com\/2019\/\/10\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"24","item":"https:\/\/www.the-future-of-commerce.com\/2019\/\/10\/\/24\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"#CXTweetChat unveils retail doing it right, social platforms letting loose","item":"https:\/\/www.the-future-of-commerce.com\/2019\/10\/24\/retail-cxtweetchat\/#breadcrumbitem"}]}]