14 min
Questions your Leadership Team needs to get Answered - even if they haven’t yet asked Getting CX right with CTMA (hosted by Paul Linnell)
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- Management
Many big businesses and public services today have adopted an approach to customer feedback and measurement that only produces a proxy performance score that’s hard to translate into dollars, and often fails to identify what went well and where things went wrong with customer experience.
You know the scene - someone will ask “What’s the score?” Then someone else will announce that it’s “28”, or “82%”, or “93”. Then everyone checks to see if it’s higher or lower than last month, and then they all move on. No wonder they find it hard to take actions to make sure the good things keep happening and the bad things stop.
If “customer experience” and “ways to improve it” isn’t a scheduled leadership and board-room topic in your organisation, it may be because it hasn’t yet been given the vocabulary, metrics or agenda to make it measurable, accountable and actionable.
In this episode I want to close that gap by offering a set of baseline questions your leadership team needs to get answered – even if they haven’t yet asked!
And indeed, if you are a member of the leadership team, these are the key customer experience questions you should be asking.
The answers to these questions will empower your leadership team to give your customer experience improvement programme the energy and support it deserves.
Practice guide We’ve prepared a CTMA Practice Guide “Baseline Questions your Leadership Team needs to get Answered” that summarises the key points in this episode.
Request your copy here
Also mentioned in this episode Establishing your customer experience baseline Leadership training, coaching programmes and events
Many big businesses and public services today have adopted an approach to customer feedback and measurement that only produces a proxy performance score that’s hard to translate into dollars, and often fails to identify what went well and where things went wrong with customer experience.
You know the scene - someone will ask “What’s the score?” Then someone else will announce that it’s “28”, or “82%”, or “93”. Then everyone checks to see if it’s higher or lower than last month, and then they all move on. No wonder they find it hard to take actions to make sure the good things keep happening and the bad things stop.
If “customer experience” and “ways to improve it” isn’t a scheduled leadership and board-room topic in your organisation, it may be because it hasn’t yet been given the vocabulary, metrics or agenda to make it measurable, accountable and actionable.
In this episode I want to close that gap by offering a set of baseline questions your leadership team needs to get answered – even if they haven’t yet asked!
And indeed, if you are a member of the leadership team, these are the key customer experience questions you should be asking.
The answers to these questions will empower your leadership team to give your customer experience improvement programme the energy and support it deserves.
Practice guide We’ve prepared a CTMA Practice Guide “Baseline Questions your Leadership Team needs to get Answered” that summarises the key points in this episode.
Request your copy here
Also mentioned in this episode Establishing your customer experience baseline Leadership training, coaching programmes and events
14 min