Is storytelling listed in your job description? Probably not. But maybe it should be. Storytelling makes an emotional connection that helps us better understand a situation or problem. CX professionals can use storytelling as one of their most effective tools.
Changing Culture Through CX Rituals
Much of the CX conversation has shifted to focus on organizational culture. Sure, we have great customer listening efforts in place. Sure, we are asking the right questions of the right customers. Sure, we have people who want to do the right thing. Even with all of that, we don’t really feel that our organizations have truly embraced CX or that we are truly operating as customer-centric organizations.
The Analytical Leader: The Importance of Being Persuadable
One highly recommended skill for effective leaders is persuasion – the ability to move others toward a position they don’t currently hold. Persuading others is a critical skill in all aspects of one’s life, but great leaders must also be persuadable – actively seeking alternative perspectives and evidence.
Do Me a Favor
“Do me a favor.” Keep that phrase in mind when thinking about how to get people to do what you want (without them even realizing it).That’s what being influential is all about – and that’s what so many CX leaders need.
Teamwork makes the dream work: Why the best CX leaders are collaborative, and how you can be too
The advantages of teamwork are widely heralded, so it’s no surprise that the underlying skill that makes teamwork work, collaboration, is one of the traits that the best CX leaders share. These leaders know that every team, every employee, every system and process plays a role in determining how customers experience a company.
5 Tips to Effective CX Communication
Communication is such a cliché topic. We know what we need to do to be good communicators, right? Tailor our messages for different audiences, be clear and concise, don’t pollute messages with filler words or unnecessary information.
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