...developing knowledge and skills for building
a customer-driven enterprise
Episode 005
The ultimate success of a customer experience improvement programme, depends on the successful involvement, development and nurturing of leadership, skills, collaboration and the engagement of all the people who work in an organisation, and its suppliers and business partners.
So many customer experience improvement programmes, underperform, get stuck, or fail to start, because they are not treated as a significant business transformation, and they didn’t place enough attention on involving everyone in the transformation process. That’s why, when it comes to Getting CX Right, we put so much emphasis, on the importance of conquering the People Engagement challenge.
Yet another reason why so many organisations seem to have a history of multiple attempts to launch projects to improve “customer service”, “service quality”, “customer satisfaction”, and “customer experience”, with each ending in eventual frustration and disappointment.
In this episode, I look at how to get, and keep, everyone “on board” and actively, willingly and effectively participating in driving the CX mission.
I discuss how the prospect of “change” and the “unknown” can be oppressive and damaging and often triggers a defensive response, especially if it’s seen as a potential source of loss. For example, a loss of status, comfort, familiarity, control and perhaps power.
Conquering the People Engagement challenge involves intensified communication, consultation, collaboration and co-development in the transformation process.
We’ve prepared a CTMA Practice Guide “Exploring
the People Engagement challenge” that summarises the key
points in this episode.
Please click here to request your copy.
Managing customer experience transformations with support from CTMACTMA’s leadership training, coaching programmes
and events
The need to keep up the momentum of continuous improvement, and keep pace with the changing needs, wants and expectations of customers, never ends. The big challenge is how to keep continuous improvement “continuous”, and avoid the risk of lapsing into the complacency of the past.
In this episode, I want to look at why customer experience improvement programmes often seem to fizzle out and come to a STOP. I’ll be looking at number six, in our series of BIG “BOULDERS” that often block the path to sustainable customer excellence. It’s the one I call the “Keeping Improvement Continuous Challenge”.
Paul Linnell is a customer experience and service quality
improvement champion, working internationally with senior managers
and their teams to help them achieve business success, reduce risk
and build customer loyalty and advocacy by taking actions to improve
customer experiences. Paul specialises in the design and deployment
of customer experience measurement, service quality improvement,
complaints handling and preventive analysis programmes. Industries
he has worked with include, Automotive, Consumer electronics,
Consumer goods, Electricity & Gas retail, Financial services,
Information technology, Local Government and Public Sector, Media /
Publishing, Passenger travel (Rail, Air and Sea), Pharmaceuticals
and Telecommunication. Paul has worked with clients and presented on
these subject at conferences and corporate events in the UK, Europe,
North America, the Middle East, Australia and New Zealand.
Originally from the UK and now based in New Zealand, he continues to
serve clients globally.
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