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010 Getting CX right, when everything seems to be going wrong!

Getting CX right with CTMA (hosted by Paul Linnell)

Release Date: 07/31/2022

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...

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...

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...

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...

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...

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...

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...

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...

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”.

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.

More Episodes

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 when everything seems to be going wrong”, is just as important when everything seems to be going well.

With Murphy’s Law stating that: “Anything that can go wrong - will go wrong”. and Finagle’s Law stating that when it does go wrong, it’ll happen, at “the worst possible time”, and with so many variables at play when you’re dealing with real live customers, you must always be ready for Murphy’s and Finagle’s Laws to strike.

All it takes, for your systems, processes, customer journeys, and desired customer outcomes to be thrown off course, is for a customer or member of staff to take a small step in an unplanned direction, or an unplanned event to occur. And it can be a challenging and expensive task to get things back on track.

Even a simple incident can seriously undermine productivity, customer satisfaction, and staff wellbeing. In other words, in “Getting CX Right”, you always need to be ready for everything to go wrong.

What you’ll learn in this episode:

I’m afraid I can’t help with the prevention of unplanned events, but in this episode I'll be looking at a selection of some of the guiding principles we use in our customer experience transformation programmes to help our clients to be in a much better position to respond to their customers when problems do occur.

These guiding principles can be used to underpin your business-as-usual strategy, and also relied upon to support how your organisation responds to unplanned events or a crisis.

They can help you to reduce costs, reduce reputational risk, and recover faster from unplanned events or a crisis, whilst improving productivity, improving customer satisfaction and loyalty, and improving staff capability and wellbeing.

Workshop: “Guiding Principles for getting CX right - even when everything seems to be going wrong!”

We’ve created a workshop to help you get a jump-start towards “Getting CX Right, when everything seems to be going wrong”

Delivered live and online directly to your organisation, we review a series of key Guiding Principles and discuss how they might be applied to your organisation to help you to continue to satisfy and impress your customers - even when everything seems to be going wrong.

Please click here to schedule a call to discuss when your organisation would like to take part in this event: www.CTMAworld.com/murphy

What you’ll learn in this episode:

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