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5 Leadership Tools for Decision-Making and Prioritization

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

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 More (of Ten) Foundational Principles of a Customer-Centric Organization

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.

11 Things You Can Do to Ensure Your Journey Maps Are Actionable

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.

What’s Driving Your Employees Away – And How To Fix The Root Cause

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.

Connected Customers, Data, and Journeys

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?

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