...developing knowledge and skills for building
a customer-driven enterprise
Episode 004
It’s a major challenge to transform an organisation, its departmental and hierarchical mindset, its processes and disciplines, its expertise, talent and creativity into a successful, unified and adaptive, Customer-Driven Enterprise.
But organisations that don’t treat their customer experience programme as an enterprise-wide transformation, are typically hindered by a lack of strategic purpose, limited cooperation, and an absence of measurable benefits.
It’s no wonder that 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 three key elements that should be included in a customer experience improvement programme to help make it become an enterprise-wide, self-sustainable and successful transformation that truly embraces customer excellence, and gets everyone involved with a shared sense of purpose, collaboration and accountability in the process of customer-driven continuous improvement, innovation and value creation.
We’ve prepared a CTMA Practice Guide “Exploring
the Enterprise 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
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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So
many customer experience improvement programmes, underperform, get
stuck, or fail to start, because they didn’t place enough attention on
involving everyone in the transformation process.