CX Leaders are in the business of understanding and managing emotions—in our customers, our colleagues, and ourselves. High emotional intelligence is critical for managing customer experiences and leading organizational change.
To have breakthrough conversations with CX stakeholders, adapt your communication to their preferred style—not your own. Use DISC personality types as a guide.
If you want to influence stakeholders to buy in and take action on CX, use Stakeholder Analysis to develop a deeper understanding of their values, goals, and motivations.
Apply the visualization techniques used by high performers to define your CX vision and make daily incremental progress towards success.
When presenting your CX program updates to the executive team, know your audience. Prepare tasty little CX snacks for everyone!
Grab employees’ attention—and participation—by branding your CX initiative.
When you need someone to follow through with their commitment—and being nice isn’t working—set a deadline. Even an arbitrary one.
Never present your CX business case without already knowing how every person in the room is going to vote.
If buy-in were enough to create change, then New Year’s Resolutions would have a 100% success rate. Navigate 5 stages of CX engagement.
You can’t bore people into action. Here’s how to create a CX presentation the audience will remember.
