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31618514044sylvia@magnefiek.nl
Destination
With the insights from your exploration you know what change can bring you. Now it's time to make choices in your destiny. What is the dot on the horizon? Within what period? What kind of company do you want to be and what will your customers notice (different from what they notice now)? With the answers to these questions you determine your destination and the steps required to achieve it. Together we outline the ideal destination of your organization and specifically your role as CX leader in it. Determine your 'big why' and ambitions. In this step you translate your analysis into your destination, your big why and ambitions. A step in which everything from your exploration comes together and you make choices. What is the raison d'être of your organization/team/role, what do you focus on and what determines your course? I will guide you in putting together an attractive and recognizable story. A story that invites stakeholders (internal and external) and employees to participate, that encourages them to do a little better every day and contribute to customer happiness. CX Leadership Building CX leadership is an intervention in itself. Together we identify who you need to focus your organization on the customer. Which stakeholders or partners can help you, what are their qualities and interests. Ensure belief, necessity and feasibility of your CX route among your stakeholders, partners and leaders. Take personal interests and belief in the ability to do a good job in the new organization (Destination) into account. If the conditions for a positive expectation are met, your stakeholders are more inclined to promote your CX route and Organizational destination. Active exemplary behavior is a critical factor. Leaders must convey the vision and chosen route, in words and behavior. Whether you are at the top of a large organization or are the owner of a small business or self-employed; practicing what you preach is a prerequisite. This means that you are also open from the top to experiences, ideas and opinions from people throughout the company and that you take feedback from your customers seriously. It also means that you encourage active participation in customer excellence. Training in CX leadership competencies helps to grow (together) in the transformation to a customer excellence company.
