If you have “ifs, ands, or buts” in your language, you’re at risk for delivering “gotcha” moments. Our companies’ opportunities are to create “we’ve got your back” moments, in which customers feel like we have their best interests at heart. How should your company shift, and what are the returns on that investment once you do? I explore in today’s video.
How do you turn a long-standing product company into an experience company?
The importance of honoring the past in your organization as you try to build out your future.
What should the first 40 months of CCO work look like — and what roles best prepare you for it?
This is the platform work for a customer experience transformation journey. The significance of aligning the experience is huge. Not enough companies understand that this is the first “duct tape” exercise to get your organization moving together in one direction – and that’s to agree on the stages of your customer experience.
The CEO must set realistic expectations that this is at minimum a five-year path.
The customer experience work is not for the mild-hearted or for the quarterly inclined. People are going to need to understand that this is a multi-year endeavor. It will be the executive sponsor’s job to get everyone to stay the course.