Dec 31, 2022
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Bad leadership leads to bad Customer Experience. To have a great Customer Experience, you have to have great leadership.
It reminds me of rabbits.
When my kids were little, we kept rabbits in a hutch. One day, I let the rabbits out to enjoy a little freedom in the garden. But, when I put them down, they hopped right back in the hutch.
I had taken over a call center team at the time. The rabbits’ behavior resembled my team’s. The hutch represented all the constraints built up in the call center culture. The team were much more comfortable hanging out in these constraints than finding a way to do more for customers.
It fell to me to change the culture. Over time, my call center team were hopping throughout the garden of customer centricity, but it required focus and effort on both our parts.
In this episode, we explore the role of leadership in Customer Experience and the 5 Rules guaranteed to increase your effectiveness as a leader.
Here are a few key moments in the discussion:
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Customer Experience Information & Resources
LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter.
Click here to learn more about Professor Ryan Hamilton of Emory University.
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