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The podcast series to put the power of success in your hands, and help you expose the myths, master the methods, conquer the challenges, and enjoy the benefits of having happy, loyal, and supportive customers, by getting customer experience right!

Customer experience has become one of the most talked-about, but high-risk and reluctant areas of business investment.  Everyone seems to agree it’s important, but find it hard to justify why it’s important, why it should be improved, how much should be spent on it, and even, on what it should be spent!

Join me in this podcast series where I’ll be tackling some of the big challenges that often block the path to delivering effective customer experiences, and helping you to answer some of the big questions that often stand in the way of progress.

Feb 28, 2022

The ultimate success of a customer experience improvement programme, depends on the successful involvement, development and nurturing of leadership, skills, collaboration and the engagement of all the people who work in an organisation, and its suppliers and business partners.

So many customer experience improvement programmes, underperform, get stuck, or fail to start, because they are not treated as a significant business transformation, and they didn’t place enough attention on involving everyone in the transformation process.  That’s why, when it comes to Getting CX Right, we put so much emphasis, on the importance of conquering the People Engagement challenge. 

Yet another reason why so many organisations seem to have a history of multiple attempts to launch projects to improve “customer service”, “service quality”, “customer satisfaction”, and “customer experience”, with each ending in eventual frustration and disappointment.


What you’ll learn in this episode:  

In this episode, I look at how to get, and keep, everyone “on board” and actively, willingly and effectively participating in driving the CX mission. I discuss how the prospect of “change” and the “unknown” can be oppressive and damaging and often triggers a defensive response, especially if it’s seen as a potential source of loss. For example, a loss of status, comfort, familiarity, control and perhaps power.

Conquering the People Engagement challenge involves intensified communication, consultation, collaboration and co-development in the transformation process.


Practice guide

We’ve prepared a CTMA Practice Guide “Exploring the People Engagement challenge” that summarises the key points in this episode.

Request your copy here 

Also mentioned in this episode