The People Engagement Challenge
By Paul Linnell
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
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.
What you’ll learn in this episode:
In this episode, I look at how to get, and keep, everyone “on board”
and actively, willingly and effectively participating in driving the CX
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
Also mentioned in this episode
Next Episode: #006: The Keeping Improvement Continuous Challenge
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”.
About Paul Linnell
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.