Sie sehen sich mit widersprüchlichen Meinungen zu Customer Experience-Strategien konfrontiert. Wie richten Sie Ihr Team auf den Erfolg aus?

For me it’s all about Values these days… It starts at Company Values and aligning all areas of your business to these. My CX strategy is directly linked to the company values AND objectives. I think too often CX strategies are focused on retention rather than growth and this often leads to the misalignment, particularly in revenue generating or growth departments… Use your company values as the anchor for all departmental strategies and ensure that you have some elements tied to growth in there 💪🏼

Friction exists through articulation of differences of opinion, rather, focus on the core elements that are irrefutable. This often means starting from the beginning to understand the 'Why' that sits around the company, the mission, vision and values. Once that is understood and agreed, start to think about what do you want the customer to think and feel about the company as a result of their interactions and 'How', this can be enabled consistently and operationally. The values and the how can help form a clear and coherent approach to to how you 'Do' customer experience.

For me a company values are the foundation, the values of a company drives decision making.Ensuring you customer experience is a great one depends on your strategies so ensuring you strategies are focused on growth which will benefit a brand and it's customers.

Its always about hearing it out , lots of problems can be solved by good communication . Conflicting opinions? Let's align! - Listen actively, empathize & validate each perspective - Focus on customer needs & pain points - Use data & feedback to inform decisions - Experiment, learn from failures & refine strategies - Empower team ownership & provide support Together, we'll deliver exceptional customer experiences!"

Active listening has a lot positives benefits, if incorporated into company's CX strategy it can lead to more meaningful interactions, improved customer outcomes, and a stronger, more customer-centric brand...

Active listening is crucial when dealing with conflicting opinions. In my team, we always encourage open discussions where each team member can voice their ideas and concerns. By understanding each viewpoint, we can address concerns more effectively and ensure that everyone feels heard and respected.

I agree with this Active listening will encourage your team to share their views and opinions. Get to identify the key points raised, you may do it in form of meeting or forums within the department. Afterwards implement the necessity and what aligns to the company values.

When navigating conflicting opinions on customer experience strategies, it is essential to focus on prioritizing objectives through: 1. Define Core Goals: Clearly outline the main objectives for customer experience, such as enhancing satisfaction or boosting retention. 2. Evaluate Strategies: Assess each proposed strategy based on its alignment with these core goals. 3. Focus Discussions: Encourage team members to concentrate on how each strategy supports the primary objectives, rather than personal preferences. 4. Narrow Down Options: Select strategies that best align with the core goals to ensure team alignment and direction. By prioritizing objectives, you can effectively resolve conflicting opinions and drive success.

In a recent project, our team had differing opinions on whether to focus on enhancing the game interface design or improving backend performance first. The debate was intense, as both aspects were crucial for the customer experience. To resolve this, we revisited our primary objective: ensuring a seamless and responsive user experience for our customers. By prioritizing this objective, we decided to first optimize the backend performance, which would immediately improve load times and overall usability. Once that was achieved, we shifted our focus to refining the user interface. This clear prioritization allowed us to make steady progress and ultimately deliver a product that met customer expectations.

Encourage open discussions where all viewpoints are considered, and be willing to adapt and integrate different ideas. By fostering a collaborative environment where flexibility is valued, you can find a balanced approach that unites the team and drives the best outcomes for your customer experience goals. This approach not only resolves conflicts but also strengthens team cohesion and innovation.

Collaboration drives growth in a business. Implementing an environment where everyone can share ideas and be innovative drives ownership of great customer experience.