Bringing it all together in CX | Trust is the fundamental thing

On last count, my monthly newsletter had 5586 subscribers.... I have been getting a very positive response with you engaging with comments & like... some of you with those interesting one on one discussions we have on a direct messenger

The good news?

I will pen & share my thoughts on #CX at a weekly cadence, going ahead

Stay tuned every Sunday

During my recent chat with a #CCXP we were debating about strategy & culture for a customer centric organisation, not from an importance, but from an implementation perspective. No matter how solid your strategy is or how carefully you design your customer experience, it’s simply impossible to plan for every single customer interaction at every touchpoint/ channel. Name me a brand who does it right, every time & at every touchpoint?

In every stage of business there comes a point, when you need to out trust in your company's most valuable asset - your employees. Trust and empower them to always do the right thing for your customers.

Its only when you trust your own employees that the flow of information will be transparent, fast & 2 way. Democratizing customer insights, understanding your personas, measuring the results of your CX initiatives, and introducing governance programs will only see results if your company’s workforce—from your leadership C-suite down to entry-level / front office junior staff—isn’t ready to embrace new ways of working. Attitude & behaviours need a relook especially, if you hear your team say "Its always been like this" OR "We dont do that here!"

That’s why building a customer-centric culture is critical to your success & TRUST is the most important ingredient.

The newer weekly version will be a shorter content of 175- 200 words, but quick to go to market over the 450- 500 earlier monthly versions.