Struggling to balance strict company policies with the need for out-of-the-ordinary customer experiences? Fear not! As your guide, Jeannie Walters lays out the roadmap for customer experience leaders to find that sweet spot. In this episode, we tackle a quandary presented by a CX leader looking for ways to empower her team to navigate the tricky terrain where unique customer needs clash with the rulebook.
We uncover strategies to provide flexibility without compromising on policy integrity, ensuring your customer interactions are not just by the book, but also by the heart. We delve into actionable advice for fostering a culture where employees are encouraged to voice concerns and suggest improvements, ultimately paving the way for a customer journey that's as smooth as it is compliant. Get ready to equip your team with the tools they need to excel in this challenging yet rewarding aspect of customer experience leadership.
Resources Mentioned:
Experience Investigators Website -- experienceinvestigators.com
Learn more about CXI Flight School™ -- cxiflightschool.com
Watch the video version of this episode on YouTube -- youtube.com/@jeanniewalters
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/)
CX Pulse Check - November 2023
Your CX Library
Getting Part-Time Employees to Embrace CX
A Scary CX Story
CX Pulse Check #2
Customer Experience VS. Member Experience
Acting on Negative Feedback
Updating CX Foundations
CX Pulse Check
Prioritizing with a CX Charter
Performance Reviews & CX
Focus Groups and Feedback
Customer Service vs Customer Experience
Am I the Only One Who Cares?
Find Your CX Budget
Getting Serious about CX
CX as a Brand Differentiator
Employee Experience ROI
Investigating Customer Experiences
More than NPS
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