This can be a big enough challenge for business - where there’s an intuitive link between satisfying customers and getting them to come back to buy more, but it can be an even greater challenge in the public sector where customers seldom have a choice of an alternative supplier.
001 The Reality-Clarity Challenge
Getting CX right with CTMA (hosted by Paul Linnell)
Release Date: 10/27/2021
011 How to Lose Customers - without really trying!
Getting CX right with CTMA (hosted by Paul Linnell)
You can’t help noticing today that some organisations seem to have “stopped bothering about customers”. Perhaps it’s an indication that some in our “throw-away society” now consider that an existing customer is no more than a passing encounter that can be simply cast aside, and easily replaced with a new one. In the past few weeks I’ve been personally reminded several times, how rare it has become for customers to experience good service, and there’s a danger that some organisations are simply taking advantage of that fact and simply not bothering anymore. Not bothering...
info_outline
010 Getting CX right, when everything seems to be going wrong!
Getting CX right with CTMA (hosted by Paul Linnell)
At the time of recording this episode, many businesses and public services are finding it a great challenge to satisfy customers. It has particular relevance while many parts of the world are recovering from a global health crisis, and suffering from disrupted international supply chains, travel disorder, economic instability, domestic and geo-political tensions. (Huge kudos to all those involved in travel, hospitality, health, energy, food distribution and retail – and all the other industries suffering from current uncertainty and turmoil). But being ready to “get CX right...
info_outline
009 The Four Alternate Realities of the Corporate-Customer Universe
Getting CX right with CTMA (hosted by Paul Linnell)
I’ve been getting a lot of questions recently about how hard it is for customer experience professionals to get buy-in for investment in customer experience improvement programmes. This, at a time when business, public services and customers are all experiencing so much change and so many challenges. It’s almost as though the huge efforts and sacrifices that so many made during the global health crisis, to keep responding to their customers, has been forgotten. During the global health crisis, customer service functions needed to duck and weave to keep their organisations...
info_outline
008 Questions your Leadership Team needs to get Answered - even if they haven’t yet asked
Getting CX right with CTMA (hosted by Paul Linnell)
Many big businesses and public services today have adopted an approach to customer feedback and measurement that only produces a proxy performance score that’s hard to translate into dollars, and often fails to identify what went well and where things went wrong with customer experience. You know the scene - someone will ask “What’s the score?” Then someone else will announce that it’s “28”, or “82%”, or “93”. Then everyone checks to see if it’s higher or lower than last month, and then they all move on. No wonder they find it hard to take actions to make...
info_outline
007 It’s time to stop juggling and start creating value
Getting CX right with CTMA (hosted by Paul Linnell)
The world changed in 2020 and it forced businesses, their staff and their customers, to each recalibrate the needs, the value, and the loyalties of their relationships. We’ve been seeing businesses, public services, staff, and customers, all coping with EXTREMES - and many, stepping into unknown territory to go the extra mile to HELP one another. In this episode, I want us to look at THE BIG PICTURE of why customer experience has become so important today, and why - “It’s time to stop juggling, and start creating value” It’s taken a global crisis to re-focus businesses and public...
info_outline
006 The Keeping Improvement Continuous Challenge
Getting CX right with CTMA (hosted by Paul Linnell)
The need to keep up the momentum of continuous improvement, and keep pace with the changing needs, wants and expectations of customers, never ends. The drive to improve what customers experience has been around for so long that by now, most organisations have “given-it-a-go” several times! Over the years, these projects and disciplines have been know by many names: “customer service”, “customer satisfaction”, “customer loyalty”, “service quality”, “customer first”, “customer centricity”, “first choice” and “CX” to name but a few! Each time a new...
info_outline
005 The People Engagement Challenge
Getting CX right with CTMA (hosted by Paul Linnell)
The ultimate success of a customer experience improvement programme, depends on the successful involvement, development and nurturing of leadership, skills, collaboration and the engagement of all the people who work in an organisation, and its suppliers and business partners. So many customer experience improvement programmes, underperform, get stuck, or fail to start, because they are not treated as a significant business transformation, and they didn’t place enough attention on involving everyone in the transformation process. That’s why, when it comes to Getting CX Right, we put...
info_outline
004 The Enterprise Engagement Challenge
Getting CX right with CTMA (hosted by Paul Linnell)
It’s a major challenge to transform an organisation, its departmental and hierarchical mindset, its processes and disciplines, its expertise, talent and creativity into a successful, unified and adaptive, Customer-Driven Enterprise. But organisations that don’t treat their customer experience programme as an enterprise-wide transformation, are typically hindered by a lack of strategic purpose, limited cooperation, and an absence of measurable benefits. It’s no wonder that so many organisations seem to have a history of multiple attempts to launch projects to improve “customer...
info_outline
003 The Setting Priorities and Taking Action Challenge
Getting CX right with CTMA (hosted by Paul Linnell)
A staggering finding from one of our benchmarking studies of top 200 companies and public sector bodies showed how few organisations effectively use data from customer feedback and surveys to drive improvements and take action. Many seem to have their CX improvement “take action switch” set to a default setting of “INACTION”, instead of a setting of “LET’S TAKE ACTION”.
info_outline
002 The Measurement and Accountability Challenge
Getting CX right with CTMA (hosted by Paul Linnell)
There seems to be something very wrong with the way many businesses, and public services, measure their customers’ experience. Their customer experience metrics seem to mask potential failure, mystify effective management, absolve accountability, and do nothing to drive actions to improve.
info_outlineEveryone agrees that it’s nice to give customers a good experience, but there’s often a lack of clarity quantifying WHY it’s important, and then justifying WHY it should be improved.
In our launch episode, I left you with Practice Guide to use as a simple self-diagnostic tool to help you assess where your organisation’s customer experience improvement programme may be at-risk. It listed from our experience, “Six Key Reasons why Customer Experience Improvement Programmes Underperform, Get Stuck or Fail to Start”.
In this episode I want to focus on the first of those six big “boulders” that may be standing in the way of your success.
It’s the boulder I refer to as “The Reality-Clarity Challenge” or alternatively - “Why should we bother with customer experience?”
“The Reality-Clarity Challenge” is possibly one of the most common, least understood, most plagued-by-myths, and the most important challenge to get right.
If an organisation can’t clearly define a business justification for improving customer experiences, it’s programme is very likely to underperform, get stuck or fail to start!
This challenge may be standing in the way of your success, so let’s “dig out this boulder”, see what it’s all about, and devise a plan to master it.
By the end of this episode, you should be in a really strong position to:
- Define your organisation’s purpose in terms of the needs it solves for its customers.
- Define your desired customer outcome behaviours and the benefits they bring to your organisation, and
- Describe the business justification for providing your customers with a great experience
Join me in this episode where I’ll be using examples from the airline industry, food manufacturing and local government, to illustrate how this clarity can be achieved in business and the public sector, and I’ll be sharing three key steps to help you create some customer experience REALITY and CLARITY in your organisation.
We’ve prepared a Practice Guide called: “Exploring the Reality-Clarity Challenge”. It lists some of the typical symptoms an organisation may be experiencing, the risks it may suffer, and the three key steps I discuss in this episode to help you devise a plan to master it.