Your CX Toolkit should include the 5 leadership competencies. They provide a proven framework to build your customer-driven growth engine.
You must clear the hurdle of random experiences, and set the foundation in product and service reliability (“They get it right.”) before you move on to building a personal relationship with customers (“They know me.”) that ultimately broadens into customers referring you to others.
Have you connected the series of contacts you have with customers to bring a sense of reliability in what they can expect from you?
The customer experience that gets you the most confidence with your customers is to get the basics right.
- Knowing the growth or loss of customers.
- Caring about the “why?”
- Driving accountability to the stages as customers experience them, not down your silos.
- Identifying priorities to drive united focus.
Have You Removed the Inhibitors to Your CX Success?
- Knowing and caring about real time emerging issues, and mapping them to the customer journey.
- Uniting how you identify and act on issues/opportunities.
Three Actions to Drive Customer Listening and Improve Storytelling
- Proactively managing key cross-company process/KPI metric s– to hold yourselves accountable to deliver experience reliability.
- Driving on-going action on emerging issues before customers tell you.
Gain Reliability with Accountability
How to Bring the Organization Together to Think “Experience”
- Uniting your actions by clarity of purpose.
- Driving regular CX accountability for taking focused actions.
- Giving people permission and enabling them to deliver customer experience reliability.
Keep Your Focus Across the Silos
Involve Executives in the Customer Loss Review
Customer Hand-offs Requires Collaboration