Stop, Start, or Change
It’s been said a countless number of times on this show: customer experience has never been more important for companies today. The pandemic has changed not only how businesses operate, but how consumers are make purchasing decisions. This has provided CX programs an opportunity to make a huge impact on how companies navigate their way through new territory as we start to see the world emerge from the pandemic. Host Steve Walker welcomes back Jay Baer of Convince and Convert to discuss how CX has – or can – make an impact.
Convince and Convert
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Make it actionable
“I think it means that we’ve got to stop talking about CX as an attitudinal change and and make it an actionable behavioral change. Right? I still feel like in a lot of organizations, the role of the CX professional is making sure that other professionals, quote unquote, focus on the customer. And to me, that’s largely an attitudinal concern. We have to actually, what I keep telling my clients now is, we’re at the point where you have to stop, start or change some specific things in your business.”
Don’t find a “champion” – find someone empowered
“I actually feel like finding a champion is overrated. I feel like you’re better off finding somebody who can make a change, because if that champion, despite their manifest enthusiasm, isn’t empowered or able to effectuate change, then all you’ve done is added a seat to the attitudinal buzz. Right? So I’d rather find somebody who is empowered to actually do something different and convince them that something different needs to be done, then go the other way and find somebody who’s predisposed to making a change but is unable to.”