So, working in the world of customer
experience both in the learning space in
the consulting space. It surprises me how
often we come across the same problems
so I'm going to share three top tips
with you now and hopefully give you
something to reflect on as a leader in
the customer experience space.
So the first one is know who you are
now what does that mean so know who you are.
And what does that mean? So know who you are?
So what I mean by that is as a
business, there's lots of like engines
focused on great customer experience in
the world of business but do you really
know what makes your business better
than the next best alternative? So we
work with a number of different
organisations where, when you ask that
question, you look around the table
there's a lot of blank faces. So why is
that? So, first reflection would be think about
what makes your business better than the
next best alternative. Because simply
having a desire to be better at customer
experience, isn't enough.
You need to understand what actually makes you better.
The second one would be what do you do?
So what do so what do you do for customers?
And actually from a leadership standpoint,
which is what's really important, is
that you have proximity to your team.
So in terms of the conversations your
team's having, the interaction your
customers are getting... do you have
clarity around what that looks like?
And if you don't, why not?
So that would be the second thing to think about is what
you do. And then the final one: we talk
about symbolic acts in our business
quite a lot and actually we go quite big
on those but for me what's a really
telling example is do you advocate for
your business as a leader?
So what does that mean?
So again, if you ask the question of your
of yourselves, do you buy your products? 
Again, it's amazing how many times you
ask businesses do you buy your own
products and then everyone looks around
and goes... oh no we don't...
So why would that be? Ok. So I think for you to lead
a customer focused organisation
need to have the true belief, not only in
who you are and what you do, but also you would be prepared your money where your
mouth is. So there'd be three top tips to
think about.
