Your results are in!

3 5

Are employees thriving?

This is an opportunity area for you. Please keep in mind that “what’s on the inside shows up on the outside.” Leadership is about enabling people to rise.

Here are some ideas for you:

  • Consider bringing employees together to ask them what’s getting in their way of delivering value. But ask them by stage of your customer journey….or by customer goal. Then…do something about those things…and market your actions back to them to prove your commitment.
  • Look at the way you hire – do you hire the “human behind the resume?”
  • Expand on your employees’ customer care skills and empower them with information, best practices, know-how, and best-in-class technology to do the best work of their lives.

Tools for you, from our quiz sponsor, Talkdesk
Strengthen your skills! View helpful materials by reading through these Talkdesk resources for employee engagement.

3 5

Do our customers feel respected & honored?

This is an opportunity area for you.

Earning the trust and respect of your customers is earned first by respecting and honoring them. Here are a few ideas from Talkdesk to help you advance:

  • Shift customers’ mindset to view your contact center employees as both problem solvers and trusted consultants. Connect your customers with the most knowledgeable and appropriate agents to build trust and loyalty.
  • Treat your customers as individuals by personalizing their experiences with your brand. Exceed their expectations every single time—regardless of channel—by diligently applying the data you’ve accumulated over time to their customer experience. Get so good at customizing their experience that you start anticipating their needs.
  • Prioritize retention of high-value, VIP customers by proactively sending rewards, offering first-priority routing, and matching them with top-tier customer service representatives.

Tools for you, from our quiz sponsor, Talkdesk
Talkdesk has many resources available for you to grow your customer relationships, and will continue to add more.

3 5

Do we enable customers to
achieve their goals?

This is an opportunity area for you. The companies in the marketplace who are earning organic growth, and customer and employee admiration do so because they design their operation and how they work – from the customers’ point of view.

Here are a few ideas to help you advance this work inside your organization and with your leadership:

  • Rethink how your leaders ask for accountability. One fast and impactful shift could be changing the traditional CEO or leadership report from silo-based reports to conversations around customer goal achievement.
  • Re-examine your key performance indicators (KPIs). Once you clearly know your customer goals, you may find that you are measuring the wrong things.
  • Amplify the customer voice. Build a strong base of customer advocates by gathering the voice of the customer at every moment to drive customer-centric decision making. Empower the teams across your organization with customer insights to better understand each customer’s ‘why’ and become the organization that “gets me.”

Tools for you, from our quiz sponsor, Talkdesk
Take the first step to rethink your CX business goals and metrics by reading this step-by-step guide about why and how to drive strategic growth through the contact center.

3 5

Do acts of leadership bravery make us stand out?

This is an opportunity for your company. The leaders who are choosing to reevaluate business practices that have defined their industries are creating a more balanced relationship between their company and customers. Through transparency in communication, fearlessness in actions, and in fessing up when things go south, they are deliberately taking the risk to grow in a different manner than business as usual.

By honoring the people on the other end of their decisions, they are establishing more balanced relationships where both sides win. Both customer and company are better off because they are in each other’s lives.

The high road is a choice. And while it’s not always the easiest choice, it’s the one you’ll be happiest about in the rearview mirror. It’s the standard that earns admiration from customers and employees.

Here are a few ideas from Talkdesk to help you advance this mission inside your organization and with your leadership:

  1. Narrate a consistent brand message. Trust your agents to always be on brand and deliver the right message, despite any changes to your product, service, or positioning. Proactively deliver relevant information and recommended next steps as agents engage with customers.
  2. Communicate your purpose, cause, and values appropriately. Customers want to know what you stand for, and they’re getting more comfortable asking about it. Your reputation is no longer just about what you say, it’s also about how you say it. Effectively and intelligently communicate with customers to stay on top of your brand reputation.
  3. Monitor and protect your brand’s health and reputation. Ensure your employees are living up to your brand standards—rather than finding out through a negative review or call-out on social media—by empowering managers and supervisors to assess and improve employee engagement in real-time.

Tools for you, from our quiz sponsor, Talkdesk
Schedule a CX Strategy consultation to define your CX priorities and develop a strategic plan to build world-class customer experiences.

All in all,

your “3 blocks long” reveals itself in how you…

  • KNOW how you want to be remembered;
  • BUILD how you want to be remembered into actions; and
  • LIVE how you want to be remembered with your behavior.

Memory Creation is the currency of your brand.

We hope that our prodding with these questions has given you clarity to define the memories you want to leave about your purpose and in how you want others to remember and think of you.

If you’d like further support, please contact me or my friends at Talkdesk.

All the very best in your journey,

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