Que faites-vous si vos dirigeants ont du mal à offrir une expérience client exceptionnelle ?

Try to empathize with your leaders. Understand that they may be facing their own challenges, constraints, or pressures that affect their ability to focus on the customer experience. Approach the situation with understanding and a willingness to support and collaborate with them in finding solutions. Communicate your concerns respectfully and constructively. Offer your assistance and expertise. Consider gathering customer feedback. If possible, collect feedback from customers regarding their experiences with your business. Lead by example. Even if your leaders struggle, you can still make a difference in the customer experience by going above and beyond in your own interactions. Change takes time and patience. It might not happen overnight.

If leaders struggle with delivering exceptional customer experience, initiate conversations to understand their challenges and offer support. Advocate for customer-centric approaches, highlighting the benefits to the organization. Provide training and resources to enhance their skills. Implement feedback mechanisms to gather insights and address pain points. Lead by example, demonstrating the importance of prioritizing customer satisfaction. Collaborate with leaders to develop strategies aligned with customer needs and organizational goals, fostering a culture of continuous improvement.

To address challenges by leaders in delivering exceptional customer experience, first you must conduct a thorough assessment by in areas where CX is lacking and understanding what those shortcoming’s. Gain insight with customers, frontlines and other stakeholders, consider whether the leaders are setting a crystal clear expectations, providing the adequate resources and expressing the right behavior. This would help to formulate strategies in leadership role in customer experience.

Cette phase de diagnostic est primordiale. Comprendre les attentes clients, les points de contact, les parties prenantes de l'expérience client, les outils utilisés et les systèmes de collecte des données clients sont les étapes n°1 pour entreprendre une démarche d'amélioration de l'expérience client.

One of the most effective ways to assess the issues is to get feedback from the customers and the market. So it's not "you" pointing the finger, but what customers and the ecosystem is saying. Even better if you can tie numbers to it (ie. X many customers are leaving because of Y, that's an impact of $Z) But it's important to understand that not all constructive feedback is made the same. In business, you need to choose to be excellent at a few things, which means being ok with not being good at other things. The key is to choose to be excellent on the things that move the needle the most!

Any customer service or CX initiative must start at the top. For many of my clients, they want to stay at the top. Every once in a while, we get a call from a struggling organization. Typically, it's culture, bad hiring, and lack of training. All of that gets fixed when leadership defines their CX vision and then creates the non-negotiable behaviors that drive it. Of course, everyone has to be on board, which is why hiring becomes important.

In addition to all the contributions, I'd like to add the following: 1) Define "exceptional" in measurable terms for your organization. 2) Establish clear expectations regarding behavior, communication, and service standards. 3) Align your organization with these goals. 4) Using the given data, determine the most crucial touch points per customer journey for each of your customer segments. 5) Prioritize the touchpoints where you can have the greatest influence on the customer experience with the least effort.

One thing I have found useful is to have a template ready at all times to keep a pulse on all your key CX issues. Familiarise yourself with this template and use it often. You can evaluate your CX through the lens of : 1. Digital experience best practices 2. Mystery audits at retail stores 3. Feedback analysis Socialise the template with your key stakeholders from day 1. When an issue actually crops up, your stakeholders will find it easy to accept and acknowledge.

The fact they are struggling means they still care about it. They need help. So, assess what are the gaps and areas that need to be strengthen to help them cope. Talk to them in a casual setting to have an open and no finger pointing dialogue. Then talk to other teams to get their observation. Then talk to some regular customers to hear them as well as to verify the identified gaps with them. All these should help to identify the issues to address.

Penso que a cultura da empresa precisa estar voltada para o Cliente, mas de verdade e não apenas um discurso bonito em reuniões ou convenções. Minha experiencia diz que esse é um trabalho de perseverança. A linha de frente tem um papel fundamental e pode influenciar os líderes mostrando exemplos concretos dos feedbacks dos clientes e destacando como essas informações podem impactar positivamente a empresa. Compartilhar histórias de sucesso que resultaram de feedbacks implementados é sempre um bom caminho. Uma abordagem colaborativa, onde líderes e funcionários trabalham juntos para melhorar a experiência do cliente, pode ajudar a incentivar os líderes a ouvirem mais atentamente os feedbacks dos clientes.

How do you make people care about it? Compelling stories! You need to combine qualitative with quantitative insights to pain a picture of the problem, but to also excite leaders about the opportunity of being great at it. For example: We believe we could grow our business by X% if we mastered 3 areas of our customer experience.

An open communication stream with solid examples is key! Collect data like customer satisfaction scores to demonstrate the impact on business success. Highlight examples of how excellent CX translates to revenue growth, customer loyalty, and positive brand reputation. Show your commitment by prioritising customer needs in your own work and share success stories of when you have gone the extra mile for customers and how it boosted revenue. Suggest steps that leadership can take to improve CX, focusing on a joint effort to achieve shared goals. By providing clear data, focusing on benefits, and demonstrating your commitment to CX, you can encourage leaders to follow by example and encourage others to prioritise customer satisfaction!

Making open dialogue the heart of companies culture! Imagine if leaders took a page from Nelson Mandela's book, where they listened more than they spoke. Picture a world where bosses took the time to really hear what their teams and customers were saying. They wouldn't just jump in with solutions or orders. Instead, they'd sit back, watch, and listen, soaking in every detail of what's working and what's not. Embracing open dialogue has the potential to foster customer-centric companies globally.

Listening is key - to both your customers and employees who are engaging with customers on a regular basis. It is essential to reassess and align your culture in a way that supports your mission, vision and values while respecting your customers mission, vision and values as well. A company is only as strong as its team, and there are certain elements required to build an effective cultural bridge. ● Communication ● Understanding ● Leadership ● Trust ● Unity ● Respect ● Energy COMMUNICATION is a foundational element for productive teams and human connection.

Creating an open dialogue is a necessity between leaders and employees because it opens a lots of learnings and many other things

Be open minded and create a small talk, fireside chat or an open dialogue between leader and employees. Motivate the leaders to always seek feedback and listen actively from those interacting with customers. This would help to bring out insights to what the customers value the most and where there may be gaps in the process flows . Encourage leaders to foster an effective communication and better understand the challenges experienced by the frontlines, this will birth improvements in customer experience.

Apporter des données chiffrées et faire comprendre l'impact business est aussi un bon moyen d'attirer l'attention des dirigeants sur l'importance de déployer une stratégie de fidélisation performante.

In my experience, maintaining an open channel of communication with our customer service agents, who deal directly with customers, is invaluable. As a leader, it's crucial to build trust so they feel comfortable sharing their thoughts & ideas. They often encounter things that leaders may not see or understand from the customer's perspective, highlighting areas for improvement. Take the time to sit beside them and ask for their insights on how to address issues. They've likely been considering solutions long before the issues became noticeable to you. You'll be amazed at how much you can learn by being present and listening to their experiences.

When it comes to leadership, you can’t give what you don’t have. Hence, it’s important to provide adequate and continues training to leaders with a focus in customer experience strategies. Make sure that your leaders understand the core basis of CX and how to apply them in real life scenarios of their decision making. By empowering leaders with the skills and knowledge, they can guide their team in delivering a top notch customer experience.

Training is important, but it is not enough. You must develop a culture; thus, it is vital that CX be a company priority and that leaders demonstrate desired characteristics like empathy, active listening, and problem solving in all interactions, including those with colleagues.

Il n'est pas toujours aisé d'impliquer les équipes dans l'excellence du parcours client. Certains services n'ont pas conscience qu'ils sont partie prenante de l'expérience client. Former, donner du sens, communiquer sur les indicateurs de suivi et responsabiliser les personnes permet de créer un cadre favorable à l'amélioration continue.

One of the common problems with leaders struggling with customer experience is the lack of empowerment. Without this, in the face of difficult customers, they get stressed up and struggled to resolve the issues satisfactorily. So, please empower. It makes their jobs so much easier.

While there are rules and processes to follow, there's also room for creativity when resolving customer issues. Providing solutions and workarounds for problems is essential, rather than just sticking to a script or QA grid. There are boundaries, of course, but if the goal is to ensure the best experience, ingenious solutions can often be found. Your team needs to feel trusted and have the confidence to exercise judgment on what they can and cannot do. Share your perspective with them, teach them what factors to consider when making decisions, and train them on the company's strategy so they understand the reasons behind the rules and can align their actions accordingly.

When it comes to measurement, leaders need to see the impact of customer experience improvements against recognised business performance KPIs. These are not sentiment based. I recently spoke with a strategy leader who proudly mentioned his org was No. 1 in the sector for Customer Satisfaction. But when I asked he couldn't qualify what that meant in terms of commercial difference of being No. 1 v being No. 3 or No. 5. So when it comes to measuring impact, align to productivity or growth measurements. For instance, demonstrate in hours what has been saved within the business by removing issues which impact resource management internally, and ensure this saved resource is booked against other savings or untapped opportunities.

Celebrate wins: when people successfully enhance customer experiences, celebrate their achievements. Share success stories across the organization to inspire others.

Always encourage and empower the leaders to innovate on their customer experience areas to make their work more simple and easy. Reward those that had done it and produce good results to encourage the rest to join in the journey of innovation!

Importante sempre está atento as mudanças para buscar melhorias. Observar os pontos a melhorar e manter o que ja está alinhado

An exceptional customer experience starts with an exceptional employee experience. If your employees aren't feeling the love how can they show it to your customers?

In my experience, one of the significant issues involving leaders and a stellar customer experience is the inability of some leaders to be humble enough to acknowledge that there may be an issue with the customer experience. As an independent consultant who focuses on customer experience and sales issues, I get the outside perspective that makes it easier to spot this issue. One of the tools that I use is to have leaders rate how happy they think their customers are and why they believe this. Then, we look at getting information directly from customers via surveys or other means. Often, there is a massive gap in what the customer's perception is compared with leadership.