This week's question comes to us from a Customer Experience challenge one of our listeners faced. They piloted an enhancement customers wanted, but it never really turned out to be possible for the organization. So, how do they communicate those results to their customers in a way that says, "I heard you, we tried, but it's not going to work out." ❔
This is something that Jeannie can relate to on both sides - from the customer's point of view and as a business owner. In this episode, she explains that our job as CX Leaders is to be honest, proactive, and intentional about changes to customer experiences.
Tune in to learn more about:
- Setting expectations and being honest if we can't live up to them
- Balancing pros and cons for both the organization and your customers
- Driving long-term change
Resources Mentioned:
Experience Investigators Learning Center -- experienceinvestigators.com
Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)
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Sharing Feedback with Everyone
Gaining Frontline Buy-In
CX Pulse Check - April/May 2024
Elevating the Event Venue Experience
Strategically Addressing Low-Volume Customer Concerns
Customer-Facing Employees and CX Buy-In
Must-Haves for Successful CX Programs
CX Pulse Check - March 2024
Balancing Policy with Personalized Experiences
When Loyalty Programs Go Wrong
Those Needy Customers!!
CX Pulse Check - February 2024
How Much Data Is Too Much?
Navigating Customer Expectations: Strategies to Weather the Storm and Excel in CX
Right and Wrong Ways to Use AI in CX
CX Pulse Check - January 2024
How Do You Balance Innovation and Simplicity?
What Influences All Leaders To Care About Customer Experience?
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