Do less, not more
Sirte Pihlaja, CCXP
CEO I CCXP I AI Whisperer I Trained LEGO? Serious Play? Facilitator I Global #1 BestSelling Author I Top 25 CX Influencer I Keynote Speaker I Board Member I CXPA Finland Lead I CX Champion in Caribbean, Europe & SE Asia
The world-famous Customer Experience Specialist Ian Golding will come to Helsinki in May. In wait for the CX Masterclass, we discussed with him some of the main challenges related to customer experience that many marketeers and sales people face today when “talking customers”.
One of the primary challenges every person interested in managing customer experiences (CX, Customer Experience) faces, is integrating customer-centricity and customer thinking into the company DNA. In other words, and on a more practical level, this means understanding how to align your organisation to common CX goals. It doesn’t matter whether you sit on the marketing or sales side of the fence, the battle seems to be all uphill. We’re all far too entrenched in our silos.
“In all simplicity, alignment is actually all about communication. When it comes to customer experience, you cannot over-communicate. You can under-communicate, but essentially, people need to be hearing this message every single day, and not just from the team driving the focus on customer experience”, says Ian Golding.
Golding believes that, in fact, it’s more important that employees hear the message from the CEO, the CFO, and the heads of different departments. It is also vital that they see it integrated into the very language of the way the organisation operates, as well as the key decision-making moments.
?The writer of this blog, Sirte Pihlaja (Certified Customer Experience Professional, Trained Lego? Serious Play? Facilitator) is the CEO of the first Finnish customer experience agency, Shirute (www.shirute.fi). At Shirute, she helps companies to fulfill their purpose by developing their customer and employee experiences using creative methodologies – whenever she is not making her own clients happy.
Ian Golding will be leading the CX Masterclass training on May 7th and our CX brunch on May 8th. Do you want to learn how to build great customer experiences? Join us to hear great case examples on how leading brands revolve their organisational culture around their customers and employees. Get your tickets soon at www.cxmasterclass.fi. We look forward to meeting you there.