01 Anytime leaders fall short on fulfilling expectations, their teams become disillusioned, confused and unmotivated. The business suffers.
02 If changes are occurring in your organization, then those changes are going to have impacts and effects on your people, processes and performance. It is necessary to have “change management” methodologies in place with skilled resources delivering and executing on those methodologies, principles and processes. This helps to minimize possible negative outcomes and increase positive results.
03 Change without leadership can cause chaos or distrust from employees or investors, and the vision of the change could be lost.
04 The role of leadership in change management requires care, communication and commitment. As the leader, you are the bridge between your organization and the envisioned change.
05 Leadership author Dr. Lance Secretan once wrote that "great leadership is about human experiences, not processes." Leaders and CEOs must pay much more attention to the experiences that their organization is creating for their employees and their teams. Effective leaders think intelligently about the empowering experiences they provide so as to create winning cultures.
06 The principle of Symmetry of Attention (a concept developed by the Académie du Service), suggests there is a reciprocal relationship between the employee journey and the experience delivered to the customer. The satisfaction and well-being of employees is essential for guaranteeing customer satisfaction and turning those customers into brand ambassadors.
07 Successful change is one of biggest problems that modern organizations face. But change-management research has demonstrated time after time that organizational change initiatives fail more often than they succeed, despite the resources put into creating change management processes.
08 Effective leadership will oversee collaboration between departments, ensuring that processes, proper training and preparation are aligned with the overall goal and mission of the change.
09 Leading organizational change always starts with a bit of mindset transformation because we usually have to pull time, budget and resources from one important area to invest in another.
10 Successful transformational leaders [commit] to an on-going communications and listening campaign so people know what’s going on and know how they might contribute to the transformation effort - and know that they are invited to do so [and] must be ready to open up the floodgates so managers and employees closest to the client interface can surface ... tensions and discuss them openly. While this might not resolve the tensions and paradoxes, it enables people to at least acknowledge that they exist, have their concerns heard, and discuss proactive ways forward together.
11 [Strong change leadership allows your organization to successfully perform all the necessary steps] ... to maintain growth and innovation in the future, develop leaders to take you there and develop teams that are best prepared to make it happen.
Customer Experience Enhancement
01 Customers are your best resource for growing your brand awareness in a positive way – because their recommendations shared with friends and family are more reliable than your marketing and advertising channels.
02 Rosetta says that engaged and satisfied customers buy 50% more frequently, spend 200% more each year, and are five times more likely to display brand loyalty.
03 According to The Economist Intelligence Unit, 59% of bosses see turnover increase faster when they prioritise investment in the customer experience.
04 The "Chief Experience Officer," or CXO, is an increasingly prominent position in businesses today, due to an increasing disconnect customers often feel from the companies that they work with.
05 Customers are becoming more demanding and comparing different companies against each other when they base their decisions on where to purchase based on their experience.
06 A study by Forrester found that CX leaders delivered compound annual revenue growth rates (CAGR) of 17% compared to just 3% for CX laggards in the period of 2010 to 2015.
07 Creating lasting relationships with customers is based on giving people what they want, knowing them well and gaining their trust. Changing consumer behaviour has potential consequences across the entire supply chain serving the business-to-consumer (B2C) sector. The overall customer experience will be determined by how seamless and effective the experience is across the entire value chain.
08 In an economy that is becoming more hyper connected by the day, it’s key to embrace radical customer centricity.
09 90% of CEO's believe the customer has the greatest impact on their business.
10 Getting CX right is no longer a luxury, but a critical business priority.
11 Business consultancy Walker suggests that [by] 2020, customers expect companies to automatically personalize experiences, as well as proactively address their current and future needs – not just predict them.