How to Build a Customer Experience Strategy by Starting With a CX Mindset скачать в хорошем качестве

How to Build a Customer Experience Strategy by Starting With a CX Mindset

It's not enough to ask our teams to "create a better customer experience." We need to begin by asking questions to get everybody in the organization thinking about CX in the right way: What does "a better customer experience" mean in the context of our customers and our organization? What does success look like? For us and for our customers? What do we need to get there? A customer-centric mindset often flies in the face of traditional business education and legacies. But that's what can make it such a powerful differentiator. As always, she'll be taking your questions afterwards in a live Q&A session. Come join the community! ---------- Each Friday, Jeannie is back with a new webinar right here on YouTube and on Linkedin Live. SUBSCRIBE for updates and more videos like this one: https://www.youtube.com/channel/UClVt... And find more resources at https://ExperienceInvestigators.com. Highlights: 0:00 Welcome 3:36 Being customer-centric vs. traditional business education 6:14 Dedicating yourself to a customer-centric mindset 7:03 How a CX mindset can help build a CX strategy 7:24 1. Start with your company's goals 8:41 2. Ask the Qs you'll need to design the right customer experience 12:13 3. Turn those answers into plans 13:26 4. Don't forget to plan for measuring success 15:47 5. Develop how improvements will be addressed 17:37 Recap / Key Takeaways 18:49 Vision, Strategy & Discipline can reduce overwhelm 21:40 Q&A: How to emphasize valid customer feedback to the organization? 25:58 Q&A: Defining what an excellent customer experience means? 27:38 Q&A: How can you get broad support for CX across an organization? 30:46 Q&A: How to gain a deeper understanding of CX projects in other teams? 33:17 Q&A: Why do you think CX is a trend now? 36:29 Q&A: What to do when decision-makers say they can't do anything? 39:28 Q&A: How to deal with leadership who values risk management over CX? 43:48 Wrapping Up