Don’t assume negative emotions come from resistance to change. You might double down on ineffective communications. And the result is confrontation or worse. Considering how people react to change and the help they need to contribute is much more fruitful.
Insights
Convincing others to improve customer experience (cx) is tricky, here are few hints and tips for building a convincing case for change.
What do you mean when you say 'business development'? Is it a broad set of activities that helps your organisation grow, or do you mean lead generation?
A potential client recently told me they had had a bad experience of consultants. This post explains how a good consultant will help you deliver a compelling customer experience.
Do you know your value proposition? This post shows how setting out your stall can help you and your team grow your business and improve customer satisfaction.
When managing customer experience, 'good enough' is a highway to customer hell. Customer expectations are set by the best experience they (we) have and that means the bar is rising ever upward.
No organisation wants to lose customers and even not-for-profits have to make enough money. Is focusing on Customer Experience a vanity project or a sound route to a sustainable company?
How does customer experience management complete brand management? Would your business benefit from focusing a little more on what your customers experience?
Cynical or all believing - how do you interpret customer feedback? More importantly, do you rest on your laurels or take action? #customerexperience #fakereviews
In B2B the belief that relationships (normally sales to buyer) make the customer experience prevails. But, as consumers bring their buying habits and expectations into the office, things are changing.
