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5 Leadership Tools for Decision-Making and Prioritization
As customer experience professionals, the work you do to identify improvement opportunities and other initiatives to design and deliver a better experience requires you to build the business case and to help your executives prioritize those initiatives – because there are typically many improvements that need to be made.
I’m often asked about tools to facilitate those decisions. I’ve come across a few of them over the years. I’ll share those first and then add one more that I recently came across.
Five More (of Ten) Foundational Principles of a Customer-Centric Organization
In last week’s post I shared that, in order to get your entire organization thinking differently, you’ve got to first know and embrace the principles and the practices of customer-centricity, and you’ve got to ensure that everyone remains aligned to achieve the desired outcomes of designing such an organization.
In that post, I outlined the first five of the ten principles of customer-centricity that I wrote about in my latest book, Built to Win: Designing a Customer-Centric Culture That Drives Value For Your Business. Here are the other five.
Five (of Ten) Foundational Principles of a Customer-Centric Organization
In today’s post, I outline five of the ten principles of customer-centricity that I write about in my latest book, Built to Win: Designing a Customer-Centric Culture That Drives Value For Your Business. I’ll share the other five in next week’s post.
Customer Success Trends & Predictions: An Interview With Dickey Singh
In this article, Annette Franz reviews five Customer Success trends and predictions posed by Deloitte and asks Cast.app CEO, Dickey Singh, to weigh in with his thoughts on what he’s seeing relative to each trend or prediction.
11 Things You Can Do to Ensure Your Journey Maps Are Actionable
Journey mapping is one of the most powerful tools to help you understand the current customer experience and to design a new experience. Important to that is ensuring that the maps you and your customers create are actionable. Done correctly and with actions and outcomes in mind, the maps will guide you to improve the experience, both today and in the future. When you think about making the maps actionable, you must keep the following 11 concepts in mind.
Employee Listening Is a Must For a Great Employee Experience
According to the Deloitte 2017 Global Human Capital Trends report, 80 percent of executives rated employee experience as very important, but only 22 percent said their companies excelled at designing and delivering the experience.
That’s a big gap and a big problem. Why? There are a lot of reasons…
What’s Driving Your Employees Away – And How To Fix The Root Cause
Let’s consider this: people don’t leave managers; they leave the culture of the organization. We know that culture is the foundation of the organization and that the culture is shaped by the worst behavior a leader is willing to tolerate or allow. So, actually, it’s both – employees leave cultures and they leave managers. You can’t think of one without the other; they are quite intertwined. If leaders set the tone for the culture, and the culture isn’t a good fit for the employee or is/becomes toxic, employees will leave.
Values-Based Decision Making
Who makes decisions in your organization today? How are they made? What is the process? How are these decisions informed? How are values included in the process? What is it important to include them?
Culture: What’s the Board’s Role?
Culture is set by the CEO. But what’s the Board’s role? How do they influence it? Or do they? I set out to see if and how the Board affects culture. In this article, I share some of my findings.
Connected Customers, Data, and Journeys
Connected customers expect seamless, consistent, and personalized experiences across various channels and touchpoints. You must know their preferences and expectations and design an experience accordingly. To deliver on their expectations, you’ve got to have a complete view of the customer journey, informed by customer and data-driven insights. How do we do this?