As a leader, What Can You Learn From Customer Experience
Lee talks to you about customer experience, (different from customer service), and how you should be thinking about the interactions you have with your clients and everybody within the organisation.
KEY TAKEAWAYS
When we analyse a touch point with a customer you should be considering what they see, think, feel, and hear in detail. In this way, you can step away from the process and step into the customer's shoes. This method works for employee experience as well. Be aware of how perceptions can build through witnessed action. Every interaction creates an impression. Be aware of how your actions as a leader can create the culture of your organisation. Display reliability, credibility and capability. Every conversation is an opportunity to create a more flourishing and meaningful relationship.
BEST MOMENTS
‘When doing that, when setting the stage, there’s a realisation in people that they have a role to play with other customers. So as a leader, it could be argued that some of their customers are the people that work for them.’
‘We have an opportunity to influence how people feel and think about us and also the organisation, the team or even just their day.’
‘Every single interaction and touch point we have with people, how are we with them? How does that make them feel? What conversations are heard and what can they see?’
VALUABLE RESOURCES
Business Problems Solved Podcast
ABOUT THE HOST
For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.
In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.
Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.
CONTACT METHOD
You can contact Lee Houghton on 07813342194
Lee@leehoughton.com
https://www.linkedin.com/in/lhoughton/
