Raising leadership conviction

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 and its impact on enterprise fortunes.
So what does the syllabus for an educational intervention like this include?  Well firstly, the syllabus is in two parts:
  1. Information
  2. Inspiration
Information
Customer experience theory comprises this first part.  Establishing the basics cannot be underplayed.  We do not value anything we do not understand.  As a result, it’s important not to assume anything and dish out relatable teaching regarding the customer experience and its importance to any organisation.
Inspiration
If all you do is pay attention to that prior first part, you would have failed.  Its not mere information that spurs individuals to action.  Leaders need to be inspired to change.  If your goal is to inspire people, you need to discover what inspires them.  Corporate leaders are inspired by relatable statistics regarding the things they already care about. Show them the impact of customer experience on:
  1. Customer retention
  2. Financial performance
  3. Staff morale
  4. High performing staff
  5. Innovation culture (the ability to come up with new ways of doing things) ….. and many more.
This kind of information injects the required inspiration to change in leadership.
Now you are set to go!