How can you use customer experience to develop leadership skills?

CX offers a treasure trove of insights related to irate customers. Chris Voss talks about the most irate customers on the planet, hostage takers. As an FBI hostage negotiator, he offers the tool 'Tactical Empathy'. People and Chat bots can be trained to demonstrate tactical empathy Protocol - Tactical Empathy 1. Don't let yourself get emotionally hi-jacked 2. Don't interrupt 3. Clarify & Confirm what you heard is what they mean to say Once they confirm, they're a little closer to you whether they realize it or not.

Incorporating user feedback, by means of feedback talks or surveys, and analytics into your decision-making process fosters data-driven leadership. This approach can lead to more informed and successful choices. Also your teams can be seen as users, in this case users of your leadership. Their feedback is crucial for reflections and the output of the team is a measure of your impact. Both offer means to improve your leadership qualities.

Market research tells an important story. As a leader, it's THE story that you need to be so familiar with that you know it even better than your customers. CX, and the insights it provides, will help you as a leader, learn and tell that story in a compelling way that's honest and data-backed. It provides a deep understanding that cannot be attained by any others means. Leaders of all ilks should be laser-focused on their CX initiatives, especially in the critical early stages of development and iteration.

CX is a multi disciplinary skill like no other. It touches upon facets of almost all functions in an organisation. That breadth of thinking is essential for leadership development - being able to view things holistically and think through impact of decisions across the spectrum of the org CX is customer obsession that calls for sensitivity to nuances of consumer feedback both quantitatively and qualitatively. Reading insights from data, being empathetic to customer voice, bringing alive the "human" aspect of the brand to forge brand-consumer relationships. This is imbibing leadership qualities in the CX process CX is also about communicating right - tailoring personalised messages to target consumers. That too, is leadership

Considering that organisations exist to serve markets, which are redundant without customers, it is imperative that all team learning and development is centred more on the customer than it is on techniques to create big returns. A CX approach to all learning and development ultimately drives healthier margin due to the embedding of a customer-centric culture, that becomes the DNA of an organisation. This approach requires a scientific approach to training. Leaders relying disproportionately on qualitative measures of the CX must move towards collecting good quality customer data and ensuring it is properly analysed . Technical training should balance both reactive and preemptive elements of the CX in order to be truly effective.

An effective form of communication is Appreciative Inquiry. Its the art of asking the right questions so others discover path to success through answering your questions. The Protocol 1. What are they struggling with 2. Develop 3 specific 'what if' questions 3. Gauge response, calibrate and iterate

Ideally you want to collaborate with the client to build the best product. This can get tricky if the client is upset and may even want to churn. That's when the crucial conversation protocol comes in. STATE Protocol 1. What happened (share the facts) 2. What story is the client taking away 3. Encourage testing between the facts and the story If you close the gap between perception and reality, you're collaborating in the best way.

Customer Experience (CX) is driven by the ability of an organisation's employees to provide a high QoS - from the beginning of the engagement the focus is on what it takes to make the customer successful and achieve their objectives. Leaders recognise that employees will deliver the best results when they are treated with the same respect that they themselves are showing to their customers. As my colleague and good friend @Ken Wendle has stated in his VALUE Framework, a leader's job is to create a vision and mission, engage and align their employees with that vision, and then as a team deliver the value of their services to their customers. CX, and leadership is built on the vision of delivering value.

As a disabled consumer advocate, ADA tester and business owner, I believe developing leadership skills through disability CX sets the bar at a one-to-many level. Solutions that involve empathy, adaptability, and effective communication for this population can be applied to many others. Empathy (not sympathy) is a way to put beliefs away and understand unique needs and challenges to better empathize with their experiences. Advocacy for accessibility across the organization is a crucial leadership component to make CX more inclusive and psychological safe. By using disability CX as a platform to develop these skills, you not only enhance your leadership abilities but also contribute to a more inclusive and customer-centric organization.

?? You must decide what type of #culture do you want to #curate! ?? A robust culture will include an exceptional leader, the internal and external teams, as well as the customer. Customer experience is an intricate #collaboration when executed correctly! Leveraging #inspiration and #curiosity to drive #innovation! This process will drive the behaviors that drive the metrics while curating an invaluable customer experience consistently! This separates a good brand from an exceptional brand! #LeadLoudly #leadership #womenempowerment #influence #impact #results #CX

Leadership and Customer Experience (CX) are inextricably bridged by a single element: Employee Experience (EX). Stephen Covey said, "Always treat your employees exactly as you want them to treat your best customers." The implied punchline is, "Because how you treat your employees IS how they'll treat your customers." GOOD leaders implicitly understand that their staff is key to setting the tone with their most valuable customers. EXCEPTIONAL leaders understand that their employees ARE their most valuable customer. Thus, the best leaders focus on positive EX to drive positive CX. The more the leader focuses on their employees, the greater the customer experience that will delivered.

The reason stock prices are impacted by changes in leadership is because leadership matters and so does perception. Customers trust organisations that care most about them and solve the needs of the customer. Everyone in your organisation should naturally feel responsible for the impact their role has on the end-to-end CX. Develop your leaders from day one to understand this.

You can learn a lot from CX but if you don't implement based on what you learn, it's for naught. Consider what you gain and learn from exploring your customer experience, which is the fertilizer for your success. Without it, you only have the dirt and seed...without the "food", it's just a costly failure in the making.