Hire for compassion…but also make sure your culture matches
Steve DiGioia asks a great question about your Customer-facing team members’ words, but it can be representative of a more deep-seated issue: Your culture!
Steve, great question… Sometimes you need to coach, and sometimes you need to take a look at your culture: Is it compassion-based, or compliance-based? https://t.co/fweEXrZikq pic.twitter.com/rNrDtx6B5y
— ✵Nicholas Zeisler (@NicholasZeisler) August 28, 2020
Fostering Customer loyalty: Today’s CXQOTD
Loyalty is a two-way street… You want it, you've got to give it!
A big component of loyalty is TRUST! And it, similarly is a two-way street… https://t.co/chuaxkBVQT pic.twitter.com/X9qX6HICYZ— ✵Nicholas Zeisler (@NicholasZeisler) August 27, 2020
Are your Customers the goal…Or just part of the machine?
We sometimes have an officious way of dealing with our Customers, almost as though they’re the problem that we have to deal with. As Customers ourselves, we witness this all the time, and surely as CX professionals and leaders we’re also more aware of it when we see it. It’s interesting, then, that it ever happens in the first place, considering the positions we hold and the authority we wield.
For instance, if you wanted to come up with the worst thing you can ever say to your Customer, you’d be hard pressed to beat: “Your ticket has been closed” when the issue hasn’t been resolved. And yet, don’t we get that all the time?
I recently had a minor issue with a product and went online to submit a question about it. I receive two emails three days later in rapid succession: […]
Stay Curious…today’s CXQOTD
No question, it starts and ends with @robertlfulghum
Stay curious, my friends 😀
Have a great week, everybody! pic.twitter.com/mZVRE8WEEJ— ✵Nicholas Zeisler (@NicholasZeisler) August 24, 2020
Customer loyalty programs, today’s CXQOTD
I'm with you on Starbucks, @jtwatkin!
And there's a counter-intuitive upside to those airline #frequentflyer programs!#cx #CXQOTD https://t.co/i2QGReVvXA pic.twitter.com/aLtfOdOrAL— ✵Nicholas Zeisler (@NicholasZeisler) August 20, 2020
Building a Customer-centric culture
Here is the final post in a series about building a world-class CX program in your organization. I introduced the component parts here, expounded on aligning your CX strategy here, delved into the Voice of the Customer here, and showed how to put it into action with your Process Engineering program here. Now it’s on to building and supporting a Customer-centric culture.
“Well, culture’s a tricky one.” So a guru once said to me about this ever-important aspect of corporate success. And it’s obviously true. HR departments and ‘climate committees’ spend lots of time and energy spinning up theories and ideas about how to improve and foster a great corporate culture. It’s one of those things that’s easy to identify if it’s absent, but it’s challenging to identify steps toward achieving. […]
