….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 on leadership drive. What leaders drive is what changes. What do leaders drive? They drive what they are convicted about.
If you attempt to build anything that is not based or supported by leadership conviction, it will be cannibalized by contrary leadership decisions and actions.
You see, if leaders do not sincerely believe that spending money on customer experience improvement is important or alternatively “as important” or “more important” than other causes, they will starve cash supply to those interventions.
Once this is the case, regardless the best efforts of the Head of Customer Experience or Head of Marketing, the interventions will grow skinny and eventually die … malnourished.
Whatever leaders are not convicted about cannot grow. Work on Leadership conviction before attempting any interventions.