In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.
The following is a lightly edited transcript of the video below.
I recorded this video just after I finished giving a keynote presentation for an internal service department of an organization. In fact, the legal department. Now, they not only work with their counterparts inside of the organization, they work on something that defines our relationship—for many of us—with our clients, which is contract paperwork.
Uniting your company across teams is about having clarity of purpose and instituting a code of conduct that forms the backbone of your approach. So, today I want to tell you about three things that you must be aware of to align your departments and create a consistent experience for customers.#1: Do you trust customers the way that you require them to trust you?
First action is do a trust audit. Go over all your paperwork, your contracts, your materials, your fine print, and see if there’s anything in that that says, “We don’t trust you as much as we trust us, and we built some abilities inside of our paperwork to protect ourselves.”
#2: Work on how much you engage inside the organization.
Do you trust your partners? Have you established that safe zone so that when people reach out to you as a service provider, that you’re connecting back to them?
#3: Recognize that those connections and the hand-offs between internal departments often are the Bermuda triangle that define the customer and employee experience.
At the end of this keynote session, we did a workshop using the audit of 32 questions to define how beloved of a company you are and if you are earning admirable growth based on behaviors defined in my new book, Would You Do That To Your Mother.
As a gift to you, I have made that same audit available here. Download it to take it for yourself. And as always, if you have questions or want to share your experience with it, reach out or leave a comment.
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HOW WOULD YOUR COMPANY ACT IF EVERY CUSTOMER WERE YOUR MOM?
How do we cut through the rigmarole of business to give customers the treatment they desire, and employees the ability to deliver it?
In her latest book, customer experience expert Jeanne Bliss recommends making business personal to get the traction you need by focusing on one deceptively simple question: “Would you do that to your mother?”
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