You put together the very best Customer Experience Strategy ever invented. It’s so cool that it’s the envy of all — the best created in the world.
Yet, for some reason, it isn’t working. No one is following it. It was printed and distributed, and then filed away, never to be seen again.
You may have missed the most critical step – getting the right votes
Just like your business strategy, this is a top-down effort. In fact, your Customer Experience Strategy has its core based in your business strategy! Nothing will kill it faster than neglecting to have the full buy-in from your top Generals. If your CEO and executive management don’t cast a “pro-vote”, your efforts will fail.
Make no mistake about it — this is a true cultural shift. For your company to be a successful “Customer Experience excellence leader”, your employees need to live and breathe your customer experience strategy. Everything they do must be on behalf of their customers. Your customers won’t feel the love if your employees aren’t giving it. You need devoted, dedicated, unwavering leaders to help your employees make this change.
Without the right “votes”, you won’t get your CX strategy off the ground.
Happy R.A.V.I.N.G. Customers!
In my new book, Happy R.A.V.I.N.G. Customers!, “Chapter 5. V = Vote to Change” focuses on how you can take care of politics and get your leaders aligned with customer experience.