329: Be a Customer Experience Change Agent

Jeannie shares the best ways to become a powerful force for positive change in your organization as an in-house customer experience change agent. Who is the customer experience change agent for your organization? Organizational change is not easy, especially when it involves becoming customer-centric. While leaders mean well by making this the focus of a town hall meeting or a banner on the wall, business as usual takes precedence and these great ideas fade into the background. “Half the time we do not do it…. simply because we have too much to do.” -Jeannie Walters Finding different ways to make the announcement is not enough. In fact, when organizations try this over and over, teams stop taking it seriously and therefore, stop trying. Your next round of “let’s become more customer-centric” may do more harm than good! You need a customer experience change agent. You need a superstar who will advocate for customers in meetings. More importantly, you need someone who will evangelize for customer-focused practices through challenging times. And since you care enough to listen to this podcast, there’s a good chance that someone is you! “YOU have to be the change that you want to see.” -Jeannie Walters But you’re just one person. What can you do on your own to get the ball rolling? Jeannie is here to get you started with three big themes: Go big! Find quick CX wins Gather your champions “If you are the customer experience superhero I know you are, it’s time to own it.” -Jeannie Walters It’s a tall order, but you can do it! You’re the force your organization needs for positive change, but you need to roll up your sleeves and own it. Listen in to learn how! Related Content 360Connext® post, 4 Ways to Change Organizational Perspective on Customer Experience Customers That Stick® post, Remove the Weak Links in Your Customer Experience: Part 1 Episode 144: Eddie Turner, Facilitating Change Episode 319: Jeanne Bliss, Is Your CX Mom-worthy? We're on C-Suite Radio! Check it out for more great podcasts Sponsor message Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices