There’s a lot riding on customer experience leaders right now. Our organizations, our customers, our employees are counting on us. As you embark on new (or renewed) efforts toward improved customer experience, let me suggest a few questions to ponder:
- What’s your drive—deep down and more personally—for your interest in leading customer experience? A strong resonance to the benefits you’ll be helping to create is essential to effective leadership.
- What level of commitment can you give this effort? Customer experience doesn’t happen overnight and it’s not all easy. My encouragement is to take stock of time and priorities before you begin the journey.
- What’s the legacy you’d like to leave? One of the most rewarding aspects of leading customer experience is to set your organization on a course that is sustainable, that continues to produce great results. This is a perspective to keep in mind as you work through these recommendations.
Customer experience is big, multifaceted and ongoing. You’ll navigate personalities, agendas, setbacks and successes. It demands—and, in turn, heartily rewards—effective leadership.
Excerpt from Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results by Brad Cleveland.