Accountability vs. Responsibility: What’s Costing You Customers

Accountability vs. Responsibility: What’s Costing You Customers

by | Sep 26, 2024 | Company Culture & Employees

From Responsibility to Accountability: Transforming Your Customer Experience from the Inside Out

In today’s competitive business landscape, providing an exceptional customer experience isn’t just a nice-to-have—it’s essential for businesses to survive and succeed. Yet many organizations struggle with a common problem: employees who “do their job” without truly caring about the outcomes. This disconnect often stems from misunderstanding the crucial difference between responsibility and accountability.

The Common Problem: Responsibility Without Accountability

Picture this scenario: A customer calls with a complex issue. The customer service agent diligently follows the script, checks all the boxes, and ultimately tells the customer, “I’ve done everything I can.” The call ends, but the problem remains unsolved. The representative feels he’s fulfilled his responsibility, but the customer is frustrated and dissatisfied.

This is responsibility without accountability, costing businesses a lot related to customer loyalty and brand reputation.

Understanding the Difference: Responsibility vs. Accountability

Responsibility is about performing assigned tasks and duties. It’s doing what you’re told, following procedures, and meeting basic expectations. It’s necessary but not sufficient for creating outstanding customer experiences.

Accountability, on the other hand, goes beyond mere task completion. It’s about taking ownership of outcomes, thinking critically, and doing whatever it takes to ensure customer delight. It’s the difference between “I did my job” and “I made sure the problem was solved.”

As author Robert Hunt explains on the Doing CX Right podcast, “Responsibility means: I was at my desk, I answered the phone, I took down the note, I submitted the sales. Accountability is thinking, if I were the person on the other end of the phone, how would I want to be treated?”

Listen to my recap plus additional insights on Doing CX Right®‬ Podcast Ep 149.

 

How to Foster Accountability in Your Organization

  1. Start from the Top: CEOs and leaders must model accountability. Your team will follow your example.
  2. Create a Clear Vision: Employees need to understand the ‘why’ behind their work. Articulate a compelling vision that connects individual actions to customer satisfaction and business success.
  3. Empower Decision-Making: Give employees the authority to make decisions that benefit the customer. Create guidelines (like a “waterline” concept) that clarify when they need to escalate issues.
  4. Encourage Ownership Thinking: Help employees see the business through an owner’s eyes. How would they act if it was their own money and reputation on the line?
  5. Provide Ongoing Feedback: Regularly discuss customer feedback in team meetings. Recognize those who go above and beyond, and use negative feedback as coaching opportunities.
  6. Create a Safe Environment: Foster psychological safety where employees feel comfortable admitting mistakes and proposing solutions.
  7. Stop the Blame Game: Teach employees to recognize and avoid excuses, claiming inability, and waiting/hoping.
  8. Measure What Matters: Consider implementing an “accountability score” alongside traditional metrics like NPS or CSAT.

Signs You’re Doing CX Right

  1. Employees proactively seek solutions rather than just reporting problems.
  2. Team members freely admit mistakes and focus on fixing issues rather than assigning blame.
  3. You hear phrases like “I’ll own this” or “I’ll make sure it gets done” more often than “That’s not my job.”
  4. Customer feedback consistently mentions staff going “above and beyond.”
  5. Employees at all levels feel empowered to make decisions that benefit customers.

The Payoff: A Customer-Centric Culture

When accountability becomes ingrained in your culture, the results can be transformative. From the CEO to the newest intern, everyone understands their role in delivering exceptional customer experiences. Problems get solved faster, customers feel valued, and employees find greater fulfillment in their work.

Remember, building a culture of accountability is an ongoing process, not a one-time initiative. It requires consistent effort, clear communication, and a willingness to lead by example. But the rewards—loyal customers, engaged employees, and a thriving business—make it well worth the investment.

Are you ready to move beyond mere responsibility and embrace true accountability in your organization? Your customers are waiting.

Need help?

Contact Stacy

Accountability Over Excuses: How to Transform Your Business Culture for CX Success

Accountability Over Excuses: How to Transform Your Business Culture for CX Success

by | Sep 22, 2024 | DoingCXRight®‬ Podcast

Doing CX Right podcast show on Spotify with host Stacy Sherman
DoingCXRight-Podcast-on-Amazon-with-host-Stacy-Sherman.
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

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.

Press Play  To WATCH On Youtube

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  

Women Leaders in Male-Dominated Fields: Success Stories and Strategies

Women Leaders in Male-Dominated Fields: Success Stories and Strategies

by | Jul 24, 2024 | Company Culture & Employees, D&I Articles

Have you ever wondered why, despite your hard work and dedication, your paycheck doesn’t quite match up to your male colleagues?

Or why, when you look up the corporate ladder, you see fewer and fewer faces that look like yours?

Have you found yourself struggling to balance the demands of your career with the needs of your family, wondering if you’ll ever find that elusive work-life equilibrium?

Or perhaps you’ve felt adrift in your career, wishing for guidance but unsure where to turn for mentorship?

If any of these questions resonate with you, you’re not alone. Countless women across industries and around the globe share these challenges—the gender pay gap, underrepresentation in leadership, work-family balance, and lack of mentorship—but what if we could change this narrative?

This spark ignited a powerful conversation at a recent workshop I led at the Reuters CX West Event. Titled “Women in CX,” the session drew a diverse audience, including several insightful men who contributed valuable perspectives. What unfolded was not just a discussion but a reimagining of the workplace as we know it.

As we dived into these complex issues, it became clear that these challenges are not isolated problems but symptoms of deeper, systemic issues. Our task was not just to identify these challenges but also to envision innovative solutions that could transform the entire corporate landscape.

The Reality in Numbers

Before we dive into the insights and strategies that emerged from our discussion, let’s ground ourselves in the current reality:

  • Women comprise 58.4% of the workforce yet hold only 35% of senior leadership roles. (Source: BLS GOV – Employment Situation)
  • Women earn 84% of what men do—translating to $10,000 less annually. This gap has remained nearly constant for a decade. (Source: Newsweek – America’s Greatest Workplaces for Women 2024)
  • Women are less likely than men to have a mentor who advocates for them, even though enhancing mentorship can significantly aid career advancement.

These statistics underscore the urgency of our discussion and the need for transformative solutions. But numbers only tell part of the story. The real power lies in the experiences, insights, and innovative ideas that emerged from our workshop – ideas that have the potential to reshape how we approach gender equality in the workplace.

The Power of Self-Advocacy

One of the most striking insights emerged was the critical role of self-advocacy. While men often excel at showcasing their achievements, women tend to work diligently behind the scenes, their contributions sometimes going unnoticed. Our discussion emphasized that self-advocacy isn’t just a skill but a responsibility. By actively highlighting our accomplishments, we not only advance our own careers but also challenge existing norms and pave the way for others.

Embracing Transparency

The need for transparent conversations about career progression and compensation emerged as a key theme. Transparency isn’t just about fairness; it’s about creating a new corporate culture. By demanding clear information about roles, salaries, and advancement opportunities, we can demystify the path to success and ensure equal access for all. This is particularly crucial given the persistent gender pay gap highlighted in our statistics.

Charting Your Own Course: Career Journey Mapping

An innovative approach discussed was ‘career journey mapping’ – a proactive strategy for charting one’s career path. This involves identifying goals, potential opportunities, and the steps required. By mapping our journeys, we’re not just planning for success but redefining what success means on our own terms. This strategy can be particularly powerful in addressing the underrepresentation of women in senior leadership roles.

Actionable Strategies for Empowerment

Our discussion yielded several practical strategies for women to enhance their career prospects:

1. Maximize Performance Reviews: Use these sessions as platforms for self-advocacy and goal-setting.
2. Commit to Continuous Learning: Stay relevant by constantly updating your skills and knowledge.
3. Engage in Mentorship: Both seek mentors and become one to solidify your expertise and expand your network. This is crucial given the mentorship gap identified in our statistics.
4. Advocate for Organizational Transparency: Push for clear policies on job roles, salary structures, and career progression to address the persistent pay gap.
5. Build and Leverage Professional Networks: Create meaningful relationships that offer support, insights, and opportunities.

Challenging the Status Quo

As we navigate the complex landscape of gender equality in the workplace, it’s crucial to challenge our own assumptions. The solutions we seek may not be about fitting into existing structures, but about reimagining those structures entirely.

By embracing self-advocacy, demanding transparency, and strategically planning our careers, we’re not just advancing our own interests. We’re pioneering a new way forward that benefits everyone in the workplace.

The Road Ahead

The insights from this workshop offer more than a roadmap for individual success—they challenge us to rethink our approach to workplace equality. As we move forward, let’s dare to ask how we can transform the system itself.

What will you do differently tomorrow to start this transformation? The most powerful changes often start with the simplest actions. Whether seeking a mentor, advocating for transparency in your organization, or mapping out your career journey, each step brings us closer to a more equitable workplace for all.

Remember, the path to change begins with you. By taking these insights and putting them into action, you’re not just advancing your own career—you’re helping to create a more inclusive, equitable workplace for all women. Together, we can redefine what success looks like and pave the way for the next generation of female leaders.

 

Are you looking for an inspirational women leader to speak at your next event, webinar, or podcast?

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The IT-CX Connection: What the Global Microsoft Outage Teaches Us

The IT-CX Connection: What the Global Microsoft Outage Teaches Us

by | Jul 19, 2024 | AI, Technology and Tools, Company Culture & Employees

It’s commonly known that leaders such as CIOs and security executives (CISOs) often don’t see eye to eye. Company silos are the norm across business functions, and CX is typically viewed as the responsibility of the customer service department.

Well, here’s the news: that doesn’t work, especially during a global tech failure we’re facing right now, as I write. The IT-CX connection is more crucial than ever.

The Global Technology Outage Impact

The outage severely affects various industries, from aviation to finance and media. Flights are grounded, banks cannot process transactions, and media outlets go off-air. Customers are experiencing significant frustration and uncertainty, exposing the vulnerabilities in our interconnected systems. For businesses, the challenge extends beyond operational hurdles to managing customer relations during the crisis.

The Problem: Customer Experience Ownership

This incident underscores how essential it is for different departments to work together seamlessly and OWN CX, not point fingers at each other or think it’s just the customer service department’s responsibility. Silos worsen the impact on both staff and customers. When IT, security, marketing, customer service, finance, operations, and other departments don’t communicate or collaborate, the response to a crisis is fragmented and inefficient.

Example Insight:

During the current outage, IT departments are working to fix technical issues, security teams are focusing on data protection, marketing is scrambling to manage brand reputation, and customer service is overwhelmed with inquiries. Meanwhile, finance is dealing with transaction failures, and operations are struggling with logistical disruptions. This lack of coordination leads to inconsistent messaging, delayed responses, and an inadequate experience for everyone involved.

Key Lessons About IT- CX Connection

1. Everyone Has a Customer Experience Job

The current outage demonstrates that customer experience (CX) is not confined to a single department. When flights are grounded, banks are offline, and media outlets are disrupted, every employee—from the CEO to the intern—must play a role in maintaining a positive experience for customers. The way each team member responds to concerns during these times can significantly impact overall perceptions.

💡Cultivate a culture where every employee understands their impact on CX. Regular training and clear communication about each person’s role in creating a positive experience are essential.

2. Equip and Empower Employees

In the midst of this global outage, employees must be equipped and empowered to handle crises effectively. This means having the right tools, information, and authority to act fast. Without access to digital tools, relying on human ingenuity and old-school methods is vital. It’s also crucial that communication to the front line is non-negotiable, as they need to alleviate customer pain points during these critical times.

💡Ensure that all front-line employees are well-informed and capable of making decisions that can help mitigate frustrations. Regular training and empowerment are key to enabling them to handle crises effectively.

3. Develop Unified Communication Strategies

Clear, consistent communication is crucial during service disruptions. Customers need timely updates, and employees need real-time information to assist effectively. The current situation highlights the importance of having a well-coordinated communication strategy that involves all departments.

💡Implement a unified communication strategy that includes non-digital methods. Ensure all employees know the communication plan and how to access and distribute information during a crisis.

Conclusion: IT-CX Lessons From The Global Microsoft Outage

As this global outage unfolds, it is a stark reminder that customer experience is everyone’s job, from the CIO to the intern. Don’t wait for crises to highlight the gaps in your organization. Get ahead of it by breaking down silos now and fostering a collaborative, proactive culture. Equip and empower your employees, foster a unified approach to communication, and always prioritize the customer’s needs. Transform your organization into one that not only withstands crises but thrives through them, creating lasting trust and loyalty.

If you like this article, read  ‘Avoiding Customer Disruptions: Lessons Learned From Southwest Airlines’ Cancellations’

Link Between Employee Offboarding and Customer Experience: Doing Both Right

Link Between Employee Offboarding and Customer Experience: Doing Both Right

by | Jun 4, 2024 | Company Culture & Employees

How can a well-handled exit impact your brand’s reputation and customer loyalty?

Have you considered the potential revenue loss and damage to your company’s image when disgruntled former employees share their negative experiences?

While most organizations put significant effort into employee onboarding and integrating new hires, many neglect the nurturing and offboarding part of the journey. This oversight is a critical mistake that damages customer experience, company reputation, and employee morale.

Employee offboarding is often done poorly, resulting in three major losses: customers, remaining employees, and departing employees. Here’s why these losses matter and how to do employee offboarding right, whether you’re a CEO or an intern and everyone in between.

Why Employee Offboarding Matters More Than Ever

Employee offboarding is the formal process that ends the employment relationship between an organization and an employee, whether through resignation, layoffs, or termination. This process includes activities such as exit interviews, turning in company property, revoking system access, and final paycheck settlements. A well-handled employee offboarding process is crucial for several reasons:

Protecting Company Reputation

Employees discuss their departure experiences publicly through social media, online reviews, or word-of-mouth. A respectful, transparent offboarding process can turn a departing employee into a brand advocate rather than a detractor. Negative stories can tarnish your brand’s reputation, impacting customer perceptions and loyalty.

Retaining Customer Trust

Frequently, employees are also customers. A negative offboarding experience can lead them to discontinue using your products or services and persuade others to do the same. Conversely, a positive experience can reinforce their loyalty and encourage them to speak positively about your brand.

Reducing Legal Risks

Clear communication and legal transparency during employee offboarding can reduce the likelihood of litigation related to wrongful termination or discrimination claims. This not only protects your company legally but also maintains trust with remaining employees and customers.

Maintaining Industry Relationships

The world is interconnected, and treating employees poorly can sever valuable industry relationships. Former employees may become colleagues, partners, or clients in the future. Positive employee offboarding experiences can preserve these relationships and even open new opportunities.

The Emotional Impact on Departing Employees

Being let go from a job can trigger a form of grieving, representing a loss of professional identity. The departing employee needs time to process this transition and understand their rights in the offboarding process. A well-handled offboarding can provide closure and support during this difficult time, reflecting positively on your company.

Recommendations for Effective Employee Offboarding

To ensure a positive exit experience and enhance customer loyalty, CX leaders can implement the following recommendations, all featured in detail in the “Doing CX Right” podcast episode 133.

1. Prioritize Employee Well-Being

Treating employees with care and respect will reflect positively on how a company treats its customers. A positive employee experience leads to a better customer service experience. Ensuring that employees feel valued and respected throughout their tenure and even during their exit can significantly boost morale and customer satisfaction.

2. Leadership Training

Invest in leadership training focused on empathy, transparency, and respect to ensure leaders can handle difficult situations, like employee dismissal, without negatively impacting the overall customer experience. Well-trained leaders are better equipped to manage terminations in a way that maintains dignity and fosters a positive company culture.

3. Transparency and Honest Communication

Avoid common mistakes in employee-employer relationships by practicing transparency and honest communication. This can help build trust and loyalty among both employees and customers. Open and honest dialogue about the reasons for termination and the process involved helps mitigate misunderstandings and potential conflicts.

4. Respectful Employee Offboarding

Handle employee separations with empathy and respect rather than relying on performance improvement plans, which can create anxiety and a negative work culture that may spill over into customer interactions. A compassionate approach to offboarding can leave departing employees feeling respected and more likely to speak positively about the company.

5. Continuous Learning and Adaptation

Encourage leaders to continually learn and adapt to foster a positive culture. A positive employee environment contributes significantly to a sustained great customer experience. Promoting a culture of continuous improvement ensures that both leaders and employees are equipped to handle changes and challenges effectively.

Listen to Doing CX Right podcast episode below for more actionable strategies👇

Achieving a win-win-win is not just possible; it’s achievable!

Subscribe on your favorite podcast channel for ongoing updates: Apple, Spotify, Audible, Pandora, iHeart Radio, etc).

Remember: by implementing these lessons, companies can transform their employee offboarding process into a strategic advantage, leading with heart to humanize business, enhance customer loyalty, and strengthen brand reputation.

 

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