231: (Tip) Undercover Bosses

Jeannie attacks customer experience lip service head-on with tips for turning customer-centricity into action. Undercover bosses in the real world Are you familiar with the CBS television show Undercover Boss? CEOs literally go undercover as employees to discover broken rules and processes, workplace culture issues, and more. (Can you tell why we love this?) “Culture in customer experience has to be bought in at the top.” -Adam Toporek While it’s important for leaders to understand what’s going on behind the scenes, you may not be able to go incognito amongst your employees. But there are ways to get to the truth without a disguise or a bad dye job! Today Adam and Jeannie are sharing some stealthy ways any leader can uncover hidden truths about your customer experience, and the people who make it happen. “The further up the corporate ladder we go, the further away from customers we often get.” -Jeannie Walters You don’t need a fake mustache, but go ahead and wear one if it makes it more fun. The important thing is that you listen in and start using these tips today! Related Content 360Connext® post, Becoming Customer-Centric: 5 Ways to Walk the Talk Customers That Stick® post, Creating a Customer Service Culture with Jeff Toister Episode 203: (Tip) B2B vs. B2C Customer Experience Episode 167: Signs You’re Losing a Customer Undercover Boss on CBS We're on C-Suite Radio! Check it out for more great podcasts Free Webinar On Demand Jeannie is a Certified Customer Experience Professional (CCXP) who has held highly engaging Customer Experience Mission workshops for larger audiences, and customized ones for clients with outstanding results. Sign up to learn how to start your own Customer Experience Mission for free! Make your mission statement meaningful both to customers and employees Ensure customer-facing employees meet and exceed expectations Turn ordinary processes into a conduit for your mission Steps for creating a mission your team will be proud to get behind Visit CXWebinar.com to sign up for free and check out more free webinars.   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices