005 The People Engagement Challenge

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 Managing customer experience transformations with support from CTMA Leadership training, coaching programmes and events