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Episode 010

Getting CX right, when everything seems to be going wrong!

Getting CX Right with CTMA, a podcast series with Paul Linnell 

At the time of recording this episode, many businesses and public services are finding it a great challenge to satisfy customers.  It has particular relevance while many parts of the world are recovering from a global health crisis, and suffering from disrupted international supply chains, travel disorder, economic instability, domestic and geo-political tensions(Huge kudos to all those involved in travel, hospitality, health, energy, food distribution and retail – and all the other industries suffering from current uncertainty and turmoil).

But being ready to “get CX right when everything seems to be going wrong”, is just as important when everything seems to be going well.

With Murphy’s Law stating that: “Anything that can go wrong - will go wrong”. and Finagle’s Law stating that when it does go wrong, it’ll happen, at “the worst possible time”, and with so many variables at play when you’re dealing with real live customers, you must always be ready for Murphy’s and Finagle’s Laws to strike.

All it takes, for your systems, processes, customer journeys, and desired customer outcomes to be thrown off course, is for a customer or member of staff to take a small step in an unplanned direction, or an unplanned event to occur.  And it can be a challenging and expensive task to get things back on track.

Even a simple incident can seriously undermine productivity, customer satisfaction, and staff wellbeing.  In other words, in “Getting CX Right”, you always need to be ready for everything to go wrong.

What you’ll learn in this episode:

I’m afraid I can’t help with the prevention of unplanned events, but in this episode I'll be looking at a selection of some of the guiding principles we use in our customer experience transformation programmes to help our clients to be in a much better position to respond to their customers when problems do occur.

These guiding principles can be used to underpin your business-as-usual strategy, and also relied upon to support how your organisation responds to unplanned events or a crisis.

They can help you to reduce costs, reduce reputational risk, and recover faster from unplanned events or a crisis, whilst improving productivity, improving customer satisfaction and loyalty, and improving staff capability and wellbeing. 

Live Online Workshop:

Guiding Principles for getting CX right, when everything seems to be going wrong!

We’ve created a workshop to help you get a jump-start towards “Getting CX right, when everything seems to be going wrong”

Delivered live and online directly to your organisation, we review a series of key Guiding Principles and discuss how they might be applied to your organisation to help you to continue to satisfy and impress your customers - even when everything seems to be going wrong. 

Please click here to schedule a call to discuss when your organisation would like to take part in this event.

Schedule a call

Also mentioned in this episode


Next Episode: #011: How to Lose Customers - without really trying!

Next Episode >You can’t help noticing today that some organisations seem to have “stopped bothering about customers”.  Perhaps it’s an indication that some in our “throw-away society” now consider that an existing customer is no more than a passing encounter that can be simply cast aside, and easily replaced with a new one.

In this episode I’m going to tap into our customer experience research again, and give away the secret of how you can make your organisation incredibly successful at what it does, by getting CX right.   It’s how a business can out-perform its competition, and how a public service can build incredible public support.  But first I want to take a look at what NOT TO DO.  I’m going to look at three key things our research confirms about: “How to lose customers – without really trying!”.


About Paul Linnell

Paul LinnellPaul 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.

View Paul Linnell's profile on LinkedIn