This discussion is part of a forum at CXPA.org .. click here to see the CX community responses,
So I was in a (virtual) meeting with a client this morning talking about CX all up, Experience Improvement, Measurement, Governance, Strategy, Operating Models, Experience Design and so on .. in full flow and I thought we were having a great time.
And she stops me and says “Whatever, very impressive,but I cant listen to this anymore. We have an emergency underway with COVID-19 preparedness and risk mitigation .. with everything else going on what is the 1 thing you recommend we must do that will have a positive impact within 30 days and help us no matter how long this lasts?”
My answer was simple
“Elevate your Measurement and Response Oriented Listening System(s) – you and your employees are going to do things to stay alive that will negatively impact your customers no matter how much you try not to. You need to make sure you are seamlessly bound with your customers (and partners and employees) gathering and responding to continuous feedback, to know just how you are doing and how much much damage you are doing to your relationships and what you can do to mitigate it.
If you do that right and respond with authenticity and sincerity you will not only survive but also create thrive and create competitive advantage in a crisis. If I were you I would take a couple of people and have them do a couple of week assessment of where you are today, fix the most critical things you can fix fast and then dedicate a SWAT team to obsessively focus on listening to your Customers and acting to cover issues until you emerge from the COVID-19 tunnel, hopefully intact .. then worry about all the other stuff later .. because you will also have a better idea of what you need to work on n Q3 and Q4 and beyond”
So that’s mine .. what’s yours ?
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