I sometimes get asked (like on this podcast) where the idea for Proactive Experience Recovery came from.
Whereas I'm sure some companies were doing it before I coined the term and systemized a replicable approach, this is the exact moment the idea first popped into my head....
"We're using Industrial Age mindsets in a Customer Age world."
We were talking about contact centers but I think this holds up for most customer-facing positions.
People aren't robots.
People aren't machines.
People are unique.
People are capable of thinking for themselves.
Giving customer-facing employees help is brilliant, giving them hand-cuffs isn't.
Why, historically, do you think contact center agents (and other customer-facing roles for that matter) have been treated with such little respect?
Is it feasible to have a well paid, well trained, empowered, trusted, valued contact center?
Do we need to take the blame for a lack of executive CX buy-in?
I think so...not all of it...but definitely some of it.
You should be able to show evidence that your activities as a CX professional are improving the bottom line, and if you can't you shouldn't be surprised when you don't get buy-in.
Am I right? What other things are to blame for the lack of CX buy-in?
Have you guys heard of a ‘Customer Chair’?
It’s a pretty neat idea to make sure the customer is present in meetings and gets considered in company decisions.
It’s literally just a chair that has the word customer on it that either no one sits in or you rotate who sits in it and they become the customer advocate.
Inexpensive yet effective!
#cx #customerexperience #rockstarcx