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Getting To Yes: Five Strategies To Earn Cooperation From CX Ecosystem Stakeholders

WEBINAR. Getting To Yes: Five Strategies To Earn Cooperation From CX Ecosystem Stakeholders. Rick Parrish, Senior Analyst. April 27, 2016. Call in at 10:55 a.m. Eastern time. Agenda. The CX ecosystem Members often undermine it. Five strategies to earn their cooperation Q&A. Agenda.

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Getting To Yes: Five Strategies To Earn Cooperation From CX Ecosystem Stakeholders

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  1. WEBINAR Getting To Yes: Five Strategies To Earn Cooperation From CX Ecosystem Stakeholders Rick Parrish, Senior Analyst April 27, 2016. Call in at 10:55 a.m. Eastern time

  2. Agenda • The CX ecosystem • Members often undermine it. • Five strategies to earn their cooperation • Q&A

  3. Agenda • The CX ecosystem • Members often undermine it. • Five strategies to earn their cooperation • Q&A

  4. The CX ecosystem is . . . The web of relations among all aspects of a company — including its customers, employees, partners, and operating environment — that determine the quality of the customer experience.

  5. Agenda • The CX ecosystem • Members often undermine it. • Five strategies to earn their cooperation • Q&A

  6. Don’t understand their role in CX.

  7. Take actions that clash with CX.

  8. Agenda • The CX ecosystem • Members often undermine it. • Five strategies to earn their cooperation • Q&A

  9. Involve stakeholders throughout the CX process

  10. Involve stakeholders throughout the CX process Bring customers into the decision-making process.

  11. Involve stakeholders throughout the CX process Bring customers into the decision-making process. Engage legal, risk, and tech management offices in every effort.

  12. Involve stakeholders throughout the CX process Bring customers into the decision-making process. Engage legal, risk, and tech management offices in every effort. Involve other departments as necessary.

  13. Involve stakeholders throughout the CX process Bring customers into the decision-making process. Engage legal, risk, and tech management offices in every effort. Involve other departments as necessary. Include skeptical colleagues on the team.

  14. Use research to make a visceral connection with customers

  15. Use research to make a visceral connection with customers Push out VoC insights.

  16. Use research to make a visceral connection with customers Push out VoC insights. Create CX ecosystem maps.

  17. Use research to make a visceral connection with customers Push out VoCinsights. Create CX ecosystem maps. Go guerilla with available resources.

  18. Give stakeholders the tools they need to be customer-centric

  19. Give stakeholders the tools they need to be customer-centric Lead cross-functional CX advisory groups.

  20. Give stakeholders the tools they need to be customer-centric Lead cross-functional CX advisory groups. Create CX champions programs.

  21. Give stakeholders the tools they need to be customer-centric Lead cross-functional CX advisory groups. Create CX champions programs. Distribute do-it-yourself resources.

  22. Make sure partners have skin in the CX game

  23. Make sure partners have skin in the CX game Ensure the right fit before sealing the deal.

  24. Make sure partners have skin in the CX game Ensure the right fit before sealing the deal. Treat partners like employees.

  25. Turn government into a CX ally

  26. Turn government into a CX ally Lobby for a CX-friendly legal and regulatory environment.

  27. Turn government into a CX ally Lobby for a CX-friendly legal and regulatory environment. Keep regulators informed of CX successes.

  28. Five strategies to earn cooperation Involve stakeholders throughout the CX process. Use research to make a visceral connection between stakeholders and customers. Give stakeholders the tools that they need to be customer-centric. Make sure that partners have skin in the CX game. Turn government into a CX ally.

  29. Agenda • The CX ecosystem • Members often undermine it. • Five strategies to earn their cooperation • Q&A

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