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#CXDay – A Tale of Two Company Celebrations

Jim Tincher Jim Tincher 10/06/2014

Happy CX Day!  If you haven’t already planned out your CX Day, head on over to to learn all that the CXPA has planned for this celebration of those driving customer loyalty through an improved customer experience. Two Minnesota companies that are making a splash today are Wolters Kluwer and ShopHQ.  I asked their customer experience leaders about their plans, and am sharing them with you in hopes that it will give you some good ideas to use for next year.


Educating Employees

Wolters Kluwer is “a global information services and publishing company. The company provides products and services for professionals in the health, tax, accounting, corporate, financial services, legal and regulatory sectors.” Their financial services organization is headquartered in Minnesota, and they have an extensive plan to introduce their customer experience capability more broadly.

Darin Bryne, their Sr. Director, Professional Services told me about their plans, “For our CX Day, we will be introducing the program broadly with a communication later today [Monday], and then tomorrow, our activities will consist of handing out a branding/CX informational flyer with a treat in the morning as people arrive at offices, rolling a 2-minute slideshow on monitors throughout the day, and sending a survey/quiz mid-morning with simple questions about points on the flyer for a chance to win a prize.  We will also have several of the CXPA posters hung around the office.”

Those flyers that Darin mentions came from the CXPA’s “Buzz Kit,” which brought together resources to help members promote CX Day.  You can see the whole Buzz Kit at Wolters Kluwer rebranded the existing content to match their brand colors, creating six posters.  Attached is an example of their poster.

WK Poster



Sweet Deal

ShopHQ is also doing it right. As Marlanges Simar, Senior Manager of Customer Experience told me, they are starting  with an ice cream social at both their Minnesota headquarters and their distribution center. Not only will they have ice cream and toppings and a drawing, they’ll also be handing out sticky pads printed with customer-centric messages and silhouettes of their customer personas to reinforce who they serve.

I’m especially interested in their Customer Corner, which includes:

  • A listening station for employees to listen to customer calls
  • Mini-journeys of actual ShopHQ customer experiences
  • Top-rated products with customer quotes/reviews for each
  • An Ideas Box for employees to share their ideas for delivering an excellent ShopHQ customer experience

Their CX team and Customer Ambassadors will be serving the ice cream and topics, as well as helping to introduce the Customer Corner and handing out sticky pads.

They’re even taking their celebration to their customers. As Marlanges explains, “We will also have a Customer Appreciation Day to celebrate our customers for being so engaged with us.  External celebration will be on our Television channel, on our website and on our social media page.  We will be giving away prizes for ShopCredits (store credits).”


Stay tuned – I hope to have photos of these and other celebrations.  Remember – there are only 364 planning days until the next CX Day!

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