Author: Service Buddy

Gauge your current CX capability – people (Career development opportunities)

In the last post, we spoke about how employee or people engagement is a good metric to gauge the current capability of people in your organisation to deliver an excellent customer experience (CX).  In other words, the more engaged your people are, the more they will contribute toward a great CX.  What is people engagement?  […]

Read More...

Gauge your current CX capability – people (part two)

In the prior article, Gauge your current CX capability – people, we discussed how “employee engagement” is a good metric to gauge the current capability of the people in your organisation to deliver an excellent customer experience (CX).  The same article defines what employee engagement is. 6q.io an online source of information on ethical management; positive […]

Read More...

Gauge your current CX capability – people

In the article Gauge your current CX capability issued last week we taught that people, processes and technology are the three pillars of CX.  You need to gauge your current capability for CX excellence in each of these three pillars. This is because the only way to improve CX is to work on upgrades in these three pillars.  […]

Read More...

Gauge your current CX capability

In the last installment, we spoke of the need to decide your customer experience (CX) ambition.  This refers to the CX maturity level that you aspire for as an institution.  What do we mean by ‘maturity level?’  This refers to your capability to produce a desired customer experience for your customers. Deciding the CX capability […]

Read More...

Set your CX ambition

Nobody normally sets off on any journey without first deciding where they are going. The same is true for the customer experience (CX) transformation journey.  You have to decide your CX ambition.  In other words, what is the kind of experience that you want your customers to enjoy? We must first determine where we are […]

Read More...

Brand values

According to wikipedia.com, a brand is: ….an overall experience of a customer that distinguishes an organization or product from its rivals in the eyes of the customer. A brand communicates: What the company promises to the customer What the company is known for What makes the company different How the customer identifies the company We […]

Read More...

Raising leadership conviction

In the most recent post, we spoke about Gauging Leadership Conviction.  So how do you move forward if you discover that leadership conviction regarding the importance of customer experience is low? Well, the natural next step is executive customer experience education.  This is the supply of information that will assist corporate leaders to understand the importance of customer experience […]

Read More...

Gauging Leadership Conviction

We have been arguing in prior weekly installments that leadership conviction regarding the importance of the customer experience is vital.  So vital that we have recommended not attempting any customer experience transformation intervention before leadership conviction is set in favour of customer experience. The question is “How do we measure leadership conviction?” We have discouraged […]

Read More...

Leadership conviction

In the article on Leadership posted last week, we said: ….one of the key responsibilities of anyone charged with customer experience transformation is to gauge the customer experience convictions of leaders. This is an important starting point before attempting any customer experience interventions.  We have shared already that this is because organisational change is based […]

Read More...

Leadership

In the last installment, we said: If actions do not spring from a set of strongly held beliefs or principles, then the actions cannot be sustainable.  They will lack the impetus and drive for continuity because they are not based on any real conviction in the minds and hearts of leaders. Why?  This is because […]

Read More...