Post by account_disabled on Mar 6, 2024 8:19:08 GMT
Opinion if nothing is done? Leadership must be accessible, to earn the trust of employees a few years ago, I had an idea for a short film. It was a parody of the movie mission: impossible. It was a story about a leader who had an idea that he wanted to share with a senior management executive. He called to make an appointment and was rejected. Their emails were not answered. The idea was very, very good, but he couldn't get management to respond. As the title of the film indicates, getting the attention of leaders was an impossible mission. The point is that leadership and management must create opportunities that allow employees to engage with them. They want workers to have a connection with leadership. If you have followed my work, you will recognize this concept: what happens inside the organization is perceived outside by customers. The way employees are treated, spoken to, and trusted sets the tone for the culture that will be passed on to customers. Earning employee trust builds customer trust. The result is that employees stay and customers return. And what company wouldn't be happy with that?By juan fernandez uncategorized | 0 comments olga guseva within the framework of the first edition of cx day colombia we interviewed olga guseva , managing partner at integria consult, one of the few consulting companies in russia totally focused on customer and employee experience.
In a world that has changed rapidly, the customer experience has transformed just as quickly. Therefore, the challenge will be to understand how to redesign customer and collaborator experiences and the indicated area for this is cx day colombia 2022 , which will take place on october 26 and 27, in virtual format. Olga guseva: now loyalty is a rare treasure to begin our talk, we asked olga guseva , what is her personal opinion on the reasons that lead companies to develop a customer experience strategy: “now customer loyalty becomes a rare treasure. Customers have more options and change their Buy Bulk SMS Service minds faster, and it becomes increasingly difficult to maintain their attention and trust. On the other hand, we as a company have less money available for the marketing budget. «every year we have fewer new customers available because they are already using some products and services, probably from our closest competitor. This is why so many companies are investigating customer experience as a tool to maintain and build customer loyalty. And why do they need to analyze the strategy? Because they want more efficiency in everything they do. “they need to focus on priorities and use their often limited resources.
We now see that customer experience is developing in areas where we probably would not have thought of, such as b2b, for example. The government sector, natural monopolies, not to mention traditional retail or fashion . ” after sharing her vision on cx as a business strategy, we asked olga what role customer experience plays in her organization: “at integria we do consulting, conduct research and teach the customer experience. Basically that is our essence. Part of our blood and our bones. When clients ask us who really needs cx. We always answer: well, everyone who has customers needs cx. The tools, objectives and scope may be different, but the basic idea of creating a great customer experience remains unchanged . The hyperpersonalization of cx one of the most current topics is the hyper-personalization of experiences, which is why we asked olga guseva if she believes that it is a requirement of all clients or if, on the contrary, it should be previously identified who demands it and who does not: “great question and a great topic of discussion among cx professionals around the world. It's a question of balance. If you're a customer, you might want a black limousine with a chauffeur driving and delivering fresh roses every day, along with your freshly baked croissants. But if you're a bakery that makes these croissants and you don't want to go bankrupt, this is probably not something you want to do for your customers.