Customer Experience Strategy: Do You Conquer or Collaborate? | #Leadership #CX
by Kate Nasser | Comments Off on Customer Experience Strategy: Do You Conquer or Collaborate? | #Leadership #CX
You may think that this customer experience strategy blog post title is asking a dumb question. Of course, the answer is collaborate. But, the real issue is are you leading your customer experience and customer service teams to do that? Or do your actions and words suggest combat and conquering?
Customer Experience Strategy: Collaborate w/ Customers!
When you lead your teams, what do you say about the customers? Do you say things like …
“We may have to fire this customer.” Customers don’t work for us. We don’t fire customers. the idea of firing a customer is a conquering mindset. If we can’t meet a customer’s expectations at all, the relationship may end. But it’s a mutual decision.
“Here’s how to get the angry customer to back down.” The phrase back down tells your teams that this is a fight. We will win and the customer will lose. That’s a conquering customer experience strategy. You will lose many customers with that approach. Instead use collaboration words. “Here’s how to work WITH an angry customer to fix the problem.”
Don’t Conquer Each Other Either!
Don’t pit teams against each other. The research data is clear. Teamwork creates great customer service experiences. Lead teams to collaborate — not compete with each other.
Give all service teams access to the same data to help the customers. The research data is clear. Customers expect that your teams communicate with each other using the same information.
What Makes Leaders Slip into Conquering Mindset?
Win/lose outlook. Some people believe that every moment in life, somebody wins and somebody loses. Not true. Moreover, win/win always works better especially with customers.
Need to feel powerful. It’s a big problem for many people. They feel weak in collaboration. If you feel this way, list out your talents and strengths. When you feel good about yourself, your inner strength takes away the weak feeling.
Summary Customer Experience Strategy
Leaders, check your mindset, your words, and your actions. What message are you giving your teams and the customers? Collaborate or conquer?
Your Turn: What great results do you get when you collaborate w/ customers?
From my professional experience to your success,
Kate Nasser, The People Skills Coach™
Customer Experience Leadership: What Customers Wish We Would Do
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Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.
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