Companies use the terms CX, NPS, CSAT , but unless your company employees run with the baton, customer experience will always be poor.
Customers hate being passed around from person to person, re explaining their needs. They want to have some one run it to ground to get the outcome for their Customer.
The converse is ping pong, where you get handed from one person to the other, no ownership, just someone trying to move you into someone else’s queue. The lack of ownership or willingness to find the answer, leads to hours of frustration and no outcome and appalling CX.
How do you build a culture of running with the baton?
1. Recognise great behaviour by calling out individuals demonstrating the traits
2. Build it into your values and call it out
3. Build a knowledge base to accelerate finding the answers
4. Be careful not to create a band aid, ensure the root cause is identified and an owner assigned to fix the underlying process.
5. Make sure the customer is updated regularly. Even if there is no news. Better to check in regularly than leave the customer guessing
Next time you deal with a frustrated customer run with the baton.
Angela Lovegrove 