Usually, disagreements arise when a company is in the process of building a customer-centric culture. In the initial stages, areas often work in silos, data is neither integrated nor organized, and leaders may have differing opinions on how to address customer feedback and opportunities. In my experience, having a dedicated CX team is key to organizing the Voice of the Customer (VOC), supporting the measurement of customer experience, and linking that experience to the company’s strategy. By fostering open communication, leveraging customer data, and focusing on shared goals, I believe team conflicts can be transformed into opportunities for stronger alignment and better outcomes for our customers.

Este problema es muy común, lo he vivido más de una vez. Lo que me ha ayudado es tener definido tus no negociables si no lo tienes puedes hacer una dinámica y definir cuáles son esos 3 negociables que pase lo que pase siempre será a la favor del cliente. Hazlo y cuéntame cómo te va porque en esos momentos de alta tensión frente a reclamos, negociaciones de renovación de contrato de los clientes me ha ayudado significativamente y genera la unidad en un momento de discordancia.

To bring team members together over a customer-centric strategy, I would first encourage open communication. I would set up a meeting where everyone can share their ideas and concerns. Listening to each person is important to understand their viewpoints. Next, I would focus on common goals, reminding everyone why a customer-centric strategy is essential for the success of the company. I would suggest finding a compromise that includes the best ideas from each side. Finally, I would create a plan that outlines clear steps for implementation, making sure everyone feels involved and valued in the process. Regular follow-ups and feedback would also help keep the team aligned as we move forward.

Conflitos sobre estratégias centradas no cliente são naturais em empresas que estão evoluindo para essa cultura. Frequentemente, esses desafios surgem devido ao trabalho em silos, dados fragmentados e divergências de liderança sobre como priorizar feedback e oportunidades dos clientes. Como especialista, recomendo uma equipe dedicada de CX para estruturar VOC, medir consistentemente a experiência e conectá-la diretamente à estratégia de negócio. Promover um diálogo aberto e construtivo, unificar dados em uma visão integrada e alinhar todos os envolvidos em objetivos claros e compartilhados são passos fundamentais. Esses esforços transformam discordâncias em alavancas para maior alinhamento e impacto nos resultados.

Promoting open communication and a common knowledge of the demands of the client is crucial to uniting team members behind a customer-centric strategy. Begin by leading a group conversation in which everyone is free to express their opinions, worries, and thoughts. Stress the shared objective of providing consumers with outstanding value and relate it to the success of the company. Utilise case studies, statistics, and client input to help the team focus on specific, customer-driven goals. You can promote compromise and foster consensus by emphasizing how many strategies can work in tandem. Finally, ensure that everyone in the team feels heard and invested in the strategy's success by involving them in its co-creation.

Organisez une réunion axée sur l’écoute active et les objectifs communs. Offrez à chacun l’opportunité d’exprimer son point de vue, en identifiant les convergences et les priorités stratégiques. Mettez en avant l’impact d’une approche unifiée sur la performance globale : satisfaction client, fidélisation, et résultats mesurables. Intégrez une séance de sophrologie pour renforcer la cohésion et optimiser le potentiel individuel et collectif. Par des exercices de respiration et de visualisation positive, développez la sérénité, la concentration et l’énergie nécessaires pour atteindre des performances élevées. L’équipe en ressortira plus alignée, motivée et prête à exceller