Customer Experience is not the latest fashion or trend, it is a discipline that has come to stay because it will be the only way to differentiate in the “world VUCA” (acronym in English): world volatile, uncertain, complex and ambiguous, which requires another approach. Well, believe it or not, we still use old ways of thinking to try to solve new problems! Once again it is about INNOVATION.
The unique value of a company, is the relationship it has with their customers. It is the only thing that can not be copied. It is no longer enough to measure or service customer satisfaction. The rules of the game have changed, and a lot! Perceptions about the image, quality, treatment, relationship or attention given to the client are continuously evaluated more from emotion than from reason.
Customers want to perceive the total value that a company offers, through pre-sale, sale, and post-sale. Value that includes the delivery on time, the quality of the product or service, but also the attitudes, and especially the emotional commitment generated during all the interactions with the client. They want to be treated personally and particularly, and they want that deal at all times (each moment becomes important, in a moment of truth).
It is no longer enough to say that “as I am in the back-office my activity does not influence the customer“. Customer-oriented organizations do it from every angle, they know how important it is to put the customer at the center of everything, especially their employees. Or is it not true that when we receive an invoice we pay attention to how it is made, its writing, clarity and small type size. It is another moment of truth and interaction with the customer as important as the relationship with the seller or the website.
Almost all companies today have a Customer Service Department, as a department of the company, those who work in it are responsible for the relationship with the customer. Reality is proving that this alone is not enough. Companies that implement Customer Experience strategies understand Customer Service as a philosophy that encompasses all employees of the company, recognizing that there are external and internal customers. They develop a strong culture with values aligned with those of their employees, a culture of enthusiasm, commitment and fulfillment that gets better experiences for customers, and gets customers fans!, customers who come back and speak well to other customers.
On July 6th, we celebrate with our customers the QQ Clients event, a truly inspiring, creative, close and very practical meeting. I want to thank all the participants and their companies for their time, their interest and their great ideas, as we get Co-create in the key aspects to get successful customer strategies implemented in companies.
It was clear that while the great barrier is people, cultural and technological transformation are the major concern in organizations. This cultural transformation also has a major component in the management of diversity: gender, cultural, and above all by the increasingly clear entry of millennials.
From Quid Qualitas we want to inspire and drive Client Experience programs and initiatives. Transforming culture and customer orientation. Aligning values. Getting Fans both among customers and employees. Developing key competencies in professionals, managers and teams. This is how we understand Customer Experience.
The current leader must become a neuroleader, aware of the limitations of his brain, who cares for his body, mind and spirit and has self-confidence without being arrogant; Being able to manage both tasks and relationships. In addition, you must implement Customer Experience strategies and create collaborative, innovative and agile environments.
Neuro-leadership comes to apply discoveries from the field of neuroscience to leadership and professional behavior in organizations. Often in my executive coaching sessions I hear phrases such as “I am that way and this I can not change …” Neuroscience shows that the change in habits continues to physically change the brain. It also reveals novelties such as that the brain is a social organ, or that works in reward / threat mode. Taking these aspects into account, the process of relationship in organizations and talent management can be much better focused.
To influence this change and cultural transformation, it is best to start with the principle: knowing what competences are available and to what degree. The i4 model of neuro-leadership (created by Silvia Damiano), and used in Quid Qualitas, is based on the development of the key competences of the Century21: inspiration, intuition, integration and imagination. Competencies that drive empowerment, which focus on emotions and drive innovation. For this we work with professionals in specific workshops of the model to develop each competition, and we carry out individual coaching processes that ensure a change of habits.
Here you can find the complete photo album of the QQ Clients event.