Gauging Leadership Conviction

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 asking the simple question “is CX important to you?”  Well that question alone will not work, however, in combination with other questions and research of the leadership track record regarding CX, it can be useful.
In addition to asking the direct question “Is CX important to you?” Check the Leadership CX track record. Why?  This is because the proof of leadership conviction is their decisions and actions.
To discover Leadership conviction regarding the importance of the Customer Experience, look at the:
  1. Number of CX related posts/positions/jobs in the organisation (Leaders are in charge of hiring priorities in the enterprise)
  2. Number of CX related values publicly espoused by the leaders
  3. Number of CX related performance incentives offered to staff
  4. Number of CX related metrics in staff performance contracts
  5. Size of the CX transformation budget…..and many more!