How to Lead Customer Experience? To lead customer experience in your company and industry, close negative gaps between what’s delivered and what’s promised.
- Get crystal clear about what your customers perceive as what’s promised, within the context of their intended outcomes.
- Educate every group in your company about these findings as each group’s performance standards.
- Engage every group in closing the gap and preventing gaps in customer-centric ways. Focus on TRUST and PREVENTION.
See also: Customer Experience Playbook
This is a glimpse into what you gain from ClearAction Experience Leadership Mastery.
What You Can Do to Master Experience Leadership
- Get a sounding board for work you have underway.
- Request a rapid action template session to kickstart your progress in any area.
- Enroll your senior leadership team and board in our 2-hour C-Suite Guide to CX Growth working session.
- Enrich your experts’ wisdom in this direction via Experience Leadership for Experts and Executives.
- Redirect your CX/EX/PX strategy to this sensible approach by encouraging all experience managers (customer, employee, partner experience) to learn the full spectrum of skills needed: Foundational, Intermediate, Ongoing.
- Apply ongoing wisdom with your whole department in the Experience Value Exchange.
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