What if your team took full accountability for every customer experience?
Could shifting from blame to ownership be the key to lasting loyalty?
In this episode of the “Doing CX Right” show, host Stacy Sherman engages in a thought-provoking conversation with Robert J. Hunt, a leader with extensive experience in running CEO peer groups. Together, they dive into the intricacies of accountability and its pivotal role in enhancing customer experience.
Key Learnings:
1. Discovering Purpose:
Understanding one’s purpose is essential for creating a vision and driving intentional actions. This clarity helps align personal and professional goals, ensuring that efforts are purpose-driven and impactful.
2. Differentiating Accountability and Responsibility:
There’s a crucial distinction between responsibility, which involves completing tasks, and accountability, which focuses on ensuring customer satisfaction. Emphasizing accountability can prevent negative customer experiences and foster a more proactive approach to problem-solving.
3. Empowering Employees:
Empowering employees to make decisions independently while providing clear guidelines on when to seek leadership input fosters a sense of ownership and accountability. This empowerment is key to improving customer interactions and overall service quality.
4. Effective Communication and Culture:
Communication goes beyond words; it involves conveying the purpose and values behind actions. Building a customer-centric culture requires transparency, understanding, and a commitment to fostering an environment where employees feel heard and valued.
5. Overcoming Organizational Silos:
Silos within organizations can hinder accountability. Breaking down these barriers and ensuring alignment with organizational goals is essential for creating a unified team that works collaboratively toward enhancing customer experience.
6. Measuring Accountability:
Implementing metrics to measure how well employees are empowered to solve problems can drive accountability. Integrating customer feedback into team meetings and using it as a tool for continuous improvement helps reinforce a culture of accountability.
Final Thoughts:
The discussion highlights the importance of accountability in delivering exceptional customer experiences. By empowering employees, fostering effective communication, and breaking down silos, organizations can cultivate a culture where accountability thrives. This approach not only enhances customer satisfaction but also contributes to a more engaged and motivated workforce.
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Interested in more insights? Read article
Accountability vs. Responsibility: What’s Costing You Customers
About Robert J Hunt:
Robert is the owner of Renaissance Executive Forums Dallas, an international CEO peer group equipping business leaders with the skills needed to scale their professional and personal mountains. Robert lives and works in the Dallas-Fort Worth Metroplex with his wife Kathy. The couple has two grown children, Lauren and James. Connect with Robert on LinkedIn.
Want a copy of his book “Nobody Cares?”
Visit his website nobodycarespod.com, use code “customer experience,” and he will mail you a free copy!
About Stacy Sherman: Founder of Doing CX Right®
Customer experience and marketing global keynote speaker and advisor author of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications.
Her Why: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy for DOING Customer Experience (CX) and Service Right, not just TALKING about it. Continue reading bio >here.
Keyword themes: Doing CX Right podcast business customer service sales customer experience
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