Executive escalations can be a real life-saver for an organization. Whether it’s a high-profile Customer or just someone whose experience has gone completely off the rails, sometimes escalating dramatically can truly save the day for CX. I recently had an experience that was saved by an executive escalation. I happen to know a Senior Director at a service provider that had recently disrupted its service, potentially causing a serious problem for me. He’s in CX too, and as a benefit of swimming in these waters, I was able to reach out to him directly and ask for help. As you’d guess, my issue was handled with great effectiveness and speed.
But that experience got me to wondering: what if I hadn’t ‘known people’? When I worked for a corporation in the Customer Support organization, we had an executive escalations team that was top-notch, filled with professional problem-solvers who had all the tools at their disposal with which to address any issue our Customers may have. They were a well-oiled team, run by one of the best senior managers I’ve seen. But as with any other organization, there are a few inherent risks with executive escalations and how we handle them. (more…)