Pisano Academy - Keep the Tab Open #63
Welcome to the sixty-third issue of the Pisano LinkedIn Newsletter! Stay tuned with us as we provide fresh news and information from the experience management world every other week, right here on LinkedIn!
We will focus on different topics, mainly Customer Experience, Employee Experience, and the voice of the Customer. Of course, this newsletter is not limited to Experience Management only, as you will find inspirational resources that are outside the loop but will be helpful to you professionally.
We will share insights from Pisano Academy as well as our guest writers, who will contribute with their knowledge.
B2B Firms Win By Putting Customer-Obsession Vision Into Action
B2B companies that prioritize customer obsession achieve it through continuous action and investment. This involves building a culture that embraces change, empowers employees, and utilizes technology effectively.
Leading with humility and encouraging collaboration across departments ensures that customer value remains central to the company's mission.
By adopting these practices, companies can achieve higher growth, retention, and employee engagement compared to their less customer-centric counterparts.
CX Word of the Day
Experience Measurement
It is the determination and follow-up of the impact of the CX. As per Peter Drucker’s quote, ‘’If you can not measure it, you can not improve it.” To create a good customer experience, the experience should be correctly measured, and improvement points should be determined. Experience measurement should not only be about scores but it should also be followed regularly with dashboards and action should be taken instantly where necessary.
Customer Service Recovery: Turning Problems Into Trust
Customer service recovery is crucial for turning negative customer experiences into positive ones, building trust and loyalty. Swift resolution of issues, such as a delayed food order, can lead to a more favorable perception of the brand.
Empowering service teams to make decisions, like offering a free meal and expedited delivery, streamlines the recovery process and enhances customer satisfaction.
This can be exemplified by an anecdote about a restaurant that successfully recovered from a service failure by taking responsibility, offering a solution, and following up, ultimately turning a negative experience into a positive one and retaining a loyal customer.
Managers Feel More Connected to Their Organization's Culture
It seems like employees are feeling a bit disconnected from their company's culture these days. Only about 20% feel a strong connection, which is pretty low!
Interestingly, managers – who play a big role in shaping and communicating company culture – have been feeling this disconnect too, but there's a glimmer of hope: their connection to culture is starting to improve.
This is good news because strong leadership is key to creating a thriving culture. Employees want to feel like their company has a clear purpose and that their leaders genuinely believe in the values they preach. When everyone's on the same page, that's when the magic happens!
EX Word of the Day
Relationship Framework
The concept that expresses the frequency, depth and consistency (Breadth, Depth and Consistency) in the communication that the organization follows in its employee experience studies.
Why Companies Must Establish a Strategy for Collaboration
For effective collaboration, companies need to balance workloads, providing employees access to each other's skills without overburdening individuals. While employees may sometimes adopt their own tools to improve customer experiences, organizations should proactively provide preferred tools that enhance job performance and support company-wide growth through knowledge sharing.
Airbnb CEO Brian Chesky Thinks Micromanaging Is Underrated
Airbnb CEO Brian Chesky recently clarified his views on leadership, sparked by a controversial essay about his "Founder Mode" speech.
He stressed that leaders should be deeply involved in the details of their companies, advocating for a hands-on approach where CEOs act as chief product officers.
Chesky believes this involvement creates better products and customer experiences. He cited Steve Jobs' close relationship with Jony Ive as an example of effective leadership, where Jobs was present and engaged without micromanaging.
Ultimately, Chesky believes that being present and involved in the details, while empowering competent team members, is crucial for shaping a company's future and success.