Experience Action

Managing Change with Customers

February 14, 2023 Jeannie Walters, CCXP Episode 11
Experience Action
Managing Change with Customers
Show Notes

This week's question comes to us from a Customer Experience challenge one of our listeners faced. They piloted an enhancement customers wanted, but it never really turned out to be possible for the organization. So, how do they communicate those results to their customers in a way that says, "I heard you, we tried, but it's not going to work out." ❔

This is something that Jeannie can relate to on both sides - from the customer's point of view and as a business owner. In this episode, she explains that our job as CX Leaders is to be honest, proactive, and intentional about changes to customer experiences.

Tune in to learn more about:
- Setting expectations and being honest if we can't live up to them
- Balancing pros and cons for both the organization and your customers
- Driving long-term change

Resources Mentioned:
Experience Investigators Learning Center -- experienceinvestigators.com

Want to ask a question? Visit www.speakpipe.com/experienceaction to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)