DCX #115 | 5 CX Strategies to Crush Q4
Exhausted by the year’s grind? Here are five smart, unexpected strategies to finish 2024 strong and gear up for the new year.
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Here's a sneak peek of what's in store:
Become a Customer Anthropologist
Flip the Organizational Chart
Embrace Productive Failure
Cross-pollinate with Unlikely Partners
Implement Micro-Experiments
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5 CX Strategies to Crush Q4
As summer fades and Q4 looms, it’s easy to feel the weight of the year bearing down. You’ve spent months pushing initiatives, solving problems, and hitting targets. By now, you might be feeling a bit worn down, and your team could be in the same boat.
But this is when fresh ideas matter most. How you close out 2024 is all about finishing strong—and building momentum that carries you into 2025.
The most successful teams don’t just power through the final quarter; they find new ways to keep the spark alive and their strategies sharp.
If you’re looking for some unconventional strategies to re-energize your efforts and set up your team—and your company—for a strong finish, these five counterintuitive approaches might be just what you need.
1. Become a Customer Anthropologist
Most companies stick to surveys and spreadsheets to understand their customers. But what if you ditched the data for a week and went full-on customer mode?
How to do it:
Spend a week living as your own customer.
Use only your company's products.
Try out your own customer service.
Shadow a few real customers in their daily grind with your product.
Why it works: Sure, it sounds a bit quirky, but walking a mile in your customers' shoes can reveal things that data won't. You’ll discover pain points and annoyances that never show up in a survey. Plus, you'll build a serious dose of empathy, and that’s what great CX is all about.
2. Flip the Organizational Chart
Usually, CX ideas come from the top and trickle down. But what if you flipped the script?
How to do it:
Start a "Reverse Mentoring" program.
Pair up front-line employees with execs.
Have front-line folks present their CX insights at board meetings.
Create a fast lane for CX improvement ideas from the front lines.
Why it works: Let’s be honest—your front-line employees know way more about your customers than the C-suite does. Giving them a direct line to the top can lead to some pretty brilliant ideas that would never bubble up otherwise. Plus, it makes everyone feel like they're part of the solution, not just cogs in the machine.
3. Embrace Productive Failure
Failure is usually the last thing you want as Q4 looms. But what if we turned failure into a secret weapon?
How to do it:
Introduce "Failure Fridays," where teams share their biggest CX flops.
Reward the best 'failure story' that led to a breakthrough.
Create a 'Failure Library' to keep track of lessons learned.
Why it works: It sounds crazy, but making room for failure can actually spark innovation. When people aren’t afraid to mess up, they’re more likely to try bold new ideas. That’s exactly what you need to bust through those year-end plateaus and keep things fresh.
4. Cross-pollinate with Unlikely Partners
When we hit a CX roadblock, it's easy to look for solutions within our own industry. But what if the insights we need come from a completely different business?
How to do it:
Connect with CX leaders from industries outside your own—think retail, healthcare, or hospitality.
Set up cross-industry workshops or roundtables to exchange ideas and best practices.
Join industry-specific CX forums or attend conferences where different sectors are represented.
Organize job-shadowing days where your team can learn directly from CX pros in other fields.
Why it works: Different industries often tackle similar challenges with unique approaches, and these fresh perspectives can spark innovative solutions for your business. Whether it’s how a hotel chain handles high-touch customer service or how a tech company streamlines digital experiences, learning from CX practitioners in other fields can open up new possibilities. And let's face it—sometimes, the best ideas come from outside the bubble you’re used to.
5. Implement Micro-Experiments
Big CX initiatives can feel overwhelming, especially when the clock's ticking down. But what if you went small instead of big?
How to do it:
Try a "10% Time" policy for Q4.
Let everyone spend 10% of their time on tiny CX experiments.
Make it easy to pitch, track, and test these ideas.
Jump on anything that shows promise.
Why it works: Micro-experiments are low-risk, high-reward. Small changes like tweaking email subject lines, speeding up response times, or simplifying website navigation can lead to significant improvements. Even if only a few experiments succeed, their cumulative impact can be substantial. Plus, they keep your team engaged and constantly thinking about how to enhance the customer experience.
Putting It All Together
As you approach the end of the year, it’s easy to feel the weight of everything you’ve accomplished—and what’s still left to tackle.
But think of this as an opportunity to try something new, shake things up, and push your team and your CX strategy to the next level.
These strategies should reignite that spark of innovation and momentum that can flicker out as the year winds down.
By focusing on what really matters—your customers and the people on your team who serve them—you’re setting yourself up for a stronger, smarter 2025.
Now’s the time to act.
Experiment with fresh ideas, take some calculated risks, and encourage your team to bring their most creative, customer-focused thinking to the table.
Whether it’s flipping the org chart, embracing failure, or learning from other industries, these strategies are designed to keep your momentum going, right through the finish line.
So, take what resonates with you and run with it.
The end of the year is in sight, and how you handle these final months will set the tone for what’s next.
Finish strong, and give yourself the best possible start for what’s ahead.
➡️ ➡️ What about you? What unconventional strategies have you used to keep CX momentum going? How are you planning to shake things up in Q4?
I’d love to hear them - Hit reply or share in the comments. After all, our collective wisdom is our greatest asset.
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