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Does Your Front Office Lobby Meet the CX Litmus Test?

We hear it everywhere: companies are striving to be leadersin the experience economy. The claim? “We put the customer first.” The reality?

Over the past few months, I’ve visited banks, telecoms, andmajor tech firms. These are the companies that boast about their customerexperience (CX) strategies. But what greets you when you walk into theirheadquarters? Security guards who barely look up, administrative staff who makeyou feel like an inconvenience, and a general lack of warmth. No “welcome toour company.” No “how can we help you?” No offer of a drink or even a seat.

Let’s be clear: CX isn’t just about how you treat customersonce they’re in your sales funnel or using your product. It’s about how youtreat everyone who steps through your door. Your lobby, your frontoffice—this is where the real culture of your company shows up. And if it’scold, indifferent, or unwelcoming, it’s a reflection of your priorities.

Some companies get it right. They make you feel like aguest, not just a visitor. A simple greeting, an offer of water, and acomfortable place to sit are small gestures, but they send a big message: wecare. These moments show that the company's leadership has instilled aculture where CX isn't just a buzzword, it’s a way of doing business.

Want to know how serious your company is about CX? Take alook at what happens in your own front office. If the welcome isn’t warm, theservice isn’t human, and the experience isn’t seamless, you’ve got work to do.

CX is more than a metric. It’s your company’s culture, yourbrand, and your values on display—every day, for everyone. And in theexperience economy, there’s no room for indifference.

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