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Explore
A thorough exploration is essential for any challenge. During the exploration, we will map out together what challenges you face as an owner or leader in your company. Sometimes this is obvious (building knowledge, sharpening your CX story, insufficient understanding of customers) but very often there is more going on at different levels and the situation is more complicated than it seems at first glance. We use this information to determine together what the challenge is, why change is necessary and where it should take you. A good exploration gives your route as a CX leader a solid foundation. Understand the situation The first step is to properly understand and understand the situation. It's the phase I call "immersing myself" (what's going on?). In addition to an objective analysis and substantiation, I consciously focus on the subjective aspects. What's going on in your company? Which beliefs and cultural aspects determine behavior and the impact you make as a leader? Where does your company stand when it comes to customer excellence? What does your customer notice about this and how do you know? I form a picture by observing, talking to your employees, walking with you and your employees in direct customer interaction, participating in customer research and going through your service processes myself. This research also includes your story, your motivations and beliefs. Know where you want to grow as a CX leader. By really experiencing and interpreting what we observe, we find out what the challenge really is. What problems do you want to solve? What results do you want to achieve? And how do you make this measurable and tangible for your employees and stakeholders? By clarifying this together, you can determine together why and where you want to grow. Determining your course or sub-goals is important, both for making your goals concrete and for translating them into concrete actions on the work floor.
