Engaging the Senior Team

How do you engage your senior team to support a customer experience program?

Engaging the senior leadership as early in the change process as possible is essential. The first opportunity for engagement is to educate them about customer experience and the benefits it offers the organization. Executive leadership is typically driven by numbers. Therefore, you must be prepared with financial justification supporting a customer experience program. Additionally, you must understand the cost of a poor customer experience.

Next, outline what it will take to implement changes. A critical point to make is that customer experience improvement provides enormous value at low cost. Providing a great customer experience will create wealth, and poor service is expensive.

Over the years, we have developed a number of techniques to ensure they are engaged. A combination of any or all of the following can be highly effective:
 

Philosopher’s Day	Customer Mirrors
An all day workshop tailor-made for the senior leadership team. A typical agenda includes comprehensive overview of customer experience, case studies, organizational self-assessment and development of an action plan.	A method by which we deploy our consultants as undercover, investigative customers. We record audio and video of your actual experience, as well as the experiences your competitors provide, and we share the results with the senior team, illustrating the issues that exist with their current experience. The data resonates strongly with senior leaders
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