003 The Setting Priorities and Taking Action Challenge
from Getting CX right with CTMA (hosted by Paul Linnell) Hosted by Paul Linnell
A staggering finding from one of our benchmarking studies of top 200 companies showed how few organisations effectively use data from customer feedback and surveys to drive improvements and take action. Many seem to have their CX improvement "take action switch" set to a default setting of "INACTION", instead of a setting of "LET'S TAKE ACTION". They're almost stuck in a groove, looking for reasons and excuses for "WHY we CAN'T do anything about it" instead of actively looking for "WHAT CAN we do about it". The "INACTION" setting often comes about because people think they are far too busy to take action, or they think there's nothing they can do to improve it. But INACTION invariably means that they waste far more time dealing with the problem over-and-over again, than if they had taken action to address it in the first place. The reoccurrence of the problem will continue to have an impact on staff, customers and the organisation, until eventually some type of action IS taken. What you'll learn in this episode: In this episode, I want to focus on a key technique you'll need to call upon, over and over again, as part of your customer experience improvement programme. I'm going to talk about "Strategies for Taking Action" and how to keep INACTION completely "off the table". We've also prepared a CTMA Practice Guide that summarises the "Strategies for Taking Action" that we discuss in this episode. Request your copy here Also mentioned in this episode Leadership training and coaching programmes Benchmarking for better service
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