You’ve been introducing Customer Experience Management in your company for the last few years. You managed to get some of your colleagues to change their mindset but the same questions and discussions keep coming up.
It is frustrating and upsetting as you feel like you’ve been running and pushing, helping and inspiring but your messages aren’t really sticking. You feel the frustration rising and at times find it very hard to stay patient when you’re confronted with the same questions over and over again.
You are not alone, this is a very common place before a company starts the transition to becoming more customer centric. There is so much you achieved already like inspiring many of your colleagues, putting in place the first projects and influencing business decisions. Maybe you built or helped building a team. So don’t forget to honor your journey, something we’re likely to forget it in our daily business hassle.
Now imagine seeing your company’s customer centricity maturity growing month after month. Imagine having fun listening to your colleagues questions and doubts as they are truly interesting and valuable for your company. Imagine not having to answer recurring questions anymore because others are doing it for you.
So here’s my trick: as you can’t really get rid of them I use them to my advantage to boost the transformation of a company. This is one of the monthly “to dos” I have on my change plan and I always advise my clients to do it too.
➡️ In the next 4 days I will be revealing my 4 steps to proactively answering recurring questions and using them to change your organizations mindset. I’d love to hear your feedback on whether it’s helpful. Let me know!
Okay, let’s go. Here is my first step:
1️⃣ Start collecting the questions systematically
I know it sounds like a no-brainer and it is. But hear me out as it’s actually harder to put in place than you would think. You’re in a meeting and focused on the discussion. Maybe you feel attacked and go into defense. Most of the times, your mind is busy.
Make it a habit to review your meetings and write down the recurring questions. If you are a team: ask the whole team to do it too. Collect your questions for 2-3 weeks. If your boss is willing to do it too, that would be a big help as he is likely to be confronted with other questions.
2️⃣ Do you want to know what to do with the collected questions? Don't miss step 2. Here. Tomorrow.
🦸🏼♀️ Are you a CX Hero craving for some inspiration when it comes to changing your organization towards more customer centricity? My mission is to have your back. To be the background-fairy supporting your success. I know how frustrating and lonely it can be to be the one pushing for better customers experiences. I also know how rewarding it is to see the transformation unfolding in front of you. I have loads of actionable knowledge in the pipeline for you, don't miss out on it!
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