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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.

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  2. 010 Getting CX right, when everything seems to be going wrong!

010 Getting CX right, when everything seems to be going wrong!

Jul 31, 2022

At the time of recording this episode, many businesses and public services are finding it a great challenge to satisfy customers.  It has particular relevance while many parts of the world are recovering from a global health crisis, and suffering from disrupted international supply chains, travel disorder, economic instability, domestic and geo-political tensions.  (Huge kudos to all those involved in travel, hospitality, health, energy, food distribution and retail – and all the other industries suffering from current uncertainty and turmoil).

But being ready to “get CX right when everything seems to be going wrong”, is just as important when everything seems to be going well.

With Murphy’s Law stating that: “Anything that can go wrong - will go wrong”. and Finagle’s Law stating that when it does go wrong, it’ll happen, at “the worst possible time”, and with so many variables at play when you’re dealing with real live customers, you must always be ready for Murphy’s and Finagle’s Laws to strike.

All it takes, for your systems, processes, customer journeys, and desired customer outcomes to be thrown off course, is for a customer or member of staff to take a small step in an unplanned direction, or an unplanned event to occur.  And it can be a challenging and expensive task to get things back on track.

Even a simple incident can seriously undermine productivity, customer satisfaction, and staff wellbeing.  In other words, in “Getting CX Right”, you always need to be ready for everything to go wrong.

What you’ll learn in this episode:

I’m afraid I can’t help with the prevention of unplanned events, but in this episode I'll be looking at a selection of some of the guiding principles we use in our customer experience transformation programmes to help our clients to be in a much better position to respond to their customers when problems do occur.

These guiding principles can be used to underpin your business-as-usual strategy, and also relied upon to support how your organisation responds to unplanned events or a crisis.

They can help you to reduce costs, reduce reputational risk, and recover faster from unplanned events or a crisis, whilst improving productivity, improving customer satisfaction and loyalty, and improving staff capability and wellbeing. 

Workshop: “Guiding Principles for getting CX right - even when everything seems to be going wrong!”

We’ve created a workshop to help you get a jump-start towards “Getting CX Right, when everything seems to be going wrong”

Delivered live and online directly to your organisation, we review a series of key Guiding Principles and discuss how they might be applied to your organisation to help you to continue to satisfy and impress your customers - even when everything seems to be going wrong. 

Please click here to schedule a call to discuss when your organisation would like to take part in this event: www.CTMAworld.com/murphy

Also mentioned in this episode