Happy Holidays from the Often Imitated team!
Santa Claus stops by the studio to share his best advice for a successful CX (Christmas Experience). Have a great holiday season, and we’ll see you in the new year!
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Ho ho ho and happy holidays! I wanted to do a quick check-in to see how the people on my nice list are doing. My elves told me being subscribed to Often Imitated is a sure fire way to get yourself off the naughty list!
After listening to countless episodes of great guests talking about their CX, I reached out to the Often Imitated team and asked to be featured. Because no one does customer experience like Santa Claus!
Around here, CX stands for Christmas experience. And when it comes to streamlining the process…North Pole & Co LLC is tracking more than just our Net Promoter Score. We don’t use NPS, we use GPS : that is gifts per stocking. Of course, there are two metrics I care about most—number of presents delivered on time, and employee satisfaction scores.
Because trust me, if you think I get a lot of letters, you should’ve seen things in the early years. Back then, we got letters well into January! Disappointed kids all over the world complaining about getting their presents late. And nothing is more terrifying than a child threatening a tantrum in purple crayon, I’ll tell ya that much! But once we figured out the whole “time travel + eggnog (mixed with a little extra)” combination…we started hitting our deadlines every year. Especially now that Rudolph is finally carrying his weight. Which brings me to employee experience…
When it comes to managing employees in the North Pole…there’s a lot of plates to spin. We’ve got big oil fracking on my reindeer’s grazing lands, and don’t get me started on Rudolph’s new-found superiority complex. And the elves are a whole other ball game. I’m out here managing time cards and conducting child labor audits while they’re demanding hot chocolate on tap in the break room and 364 days of PTO. Like c’mon people, this isn’t the St. Nick from the 80s. I’ve got Jeff Bezos to compete with!
So what’s my advice to other CX leaders out there? Well…if you’re in the business of attempting to meet the demands of millions of children every year, invest in a good team who can hopefully get some things off your plate. Metaphorically speaking of course, those cookies they leave out are rightfully yours. And more than anything…always remember…merry christmas to all! And to all a good night!
This is your host, Santa Claus *cough cough* I mean Ian Faison, CEO of Caspian Studios. Thank you for listening to another episode of Often Imitated. If you like what you’re hearing, tell one friend. This podcast was narrated by me, Ian Faison, written, produced and edited by 3 of our elves: Mackey Wilson, Ezra Bakker Trupiano, and Jon Libbey. You can learn more about our team at CaspianStudios.com. Have a great holiday season and we’ll see you in the new year!