Building CX capability: Mindset over matter

When organisations think of building their CX Capability, they often search for a simple training course or book that can provide everything they need to know in a neat two-day package. While these courses can provide a foundation of knowledge, they can also lead your CX team to a danger zone, believing that by following 5 steps, 3 phases or 10 interviews they will have all the answers they need to build great customer experiences. More important than the knowledge, is having a Customer-focused mindset - an inherent belief in the value of working with customers to understand their world, and design products and services that solve problems for them.

by Marie-Claire Grady, at Customer Experience 2015

Transcript

1. © 3rdView Consulting Pty Ltd 2015 Mindset Matter Marie-Claire Grady & Bartley Hassall 3rdView Consulting Building CX Capability
2. © 3rdView Consulting Pty Ltd 2015
3. © 3rdView Consulting Pty Ltd 2015
4. © 3rdView Consulting Pty Ltd 2015
5. © 3rdView Consulting Pty Ltd 2015 But what about Profit?
6. © 3rdView Consulting Pty Ltd 2015 Building Design & Customer-focus Capability! “Helping Brisbane become Australia’s most Customer-focused city” Building a Customer-focused mindset for •  CX & Design Capability •  Cultural Transformation •  CX Community
7. © 3rdView Consulting Pty Ltd 2015 “mindset” {noun} a set of beliefs or a way of thinking that determines one’s behavior, outlook and mental attitude
8. © 3rdView Consulting Pty Ltd 2015 “matter” {noun} the substance or substances of which any physical object consists or is composed
9. © 3rdView Consulting Pty Ltd 2015 Mindset Matter 1.  A focus on mindset is important in any learning program! 2.  In CX mindset is indispensable, as we are dealing with the ambiguity that comes with people (customers) 3.  Leader behaviour is the front line of your efforts to build a Customer-focused mindset
10. © 3rdView Consulting Pty Ltd 2015 Mindset Matter 1.  A focus on mindset is important in any learning program! 2.  In CX mindset is indispensable, as we are dealing with the ambiguity that comes with people (customers) 3.  Leader behaviour is the front line of your efforts to build a Customer-focused culture
11. © 3rdView Consulting Pty Ltd 2015 3rdView Capability Development Framework™!
12. © 3rdView Consulting Pty Ltd 2015 Mindset Matter 1.  A focus on mindset is important in any learning program! 2. In CX mindset is indispensable, as we are dealing with the ambiguity that comes with people (customers) 3.  Leader behaviour is the front line of your efforts to build a Customer-focused culture
13. © 3rdView Consulting Pty Ltd 2015 3rdView Elements of Customer-focused Mindset!
14. © 3rdView Consulting Pty Ltd 2015 The human connection to patient care
15. © 3rdView Consulting Pty Ltd 2015
16. © 3rdView Consulting Pty Ltd 2015
17. © 3rdView Consulting Pty Ltd 2015
18. © 3rdView Consulting Pty Ltd 2015 The perfect birthday…
19. © 3rdView Consulting Pty Ltd 2015 Mindset Matter 1.  A focus on mindset is important in any learning program! 2.  In CX mindset is indispensable, as we are dealing with the ambiguity that comes with people (customers) 3. Leader behaviour is the front line of your efforts to build a Customer- focused mindset
20. © 3rdView Consulting Pty Ltd 2015 •  Already ‘knows’ what customers want and need •  Hides behinds reports •  Leaves real customer contact to Sales & Service teams Leader behaviours that demonstrate a ! Customer-focused Mindset! ü  Starts meetings with memorable customer stories ü  Contextualises decisions in customer feedback ü  Makes time to meaningfully engage with customers
21. © 3rdView Consulting Pty Ltd 2015 •  Feel their opinion is the only one that matters •  Has all the answers •  Sees customer research as a sign of weakness ü  Admits they don’t know the real problem ü  Admits they don’t know the solution ü  Seeks input from multiple internal/ external sources Leader behaviours that demonstrate a ! Customer-focused Mindset!
22. © 3rdView Consulting Pty Ltd 2015 Leader behaviours that demonstrate a ! Customer-focused Mindset! •  Makes key decisions in isolation •  Insists on following 'chain of command' •  Reinforces silos ü  Seeks face-to-face engagement ü  Works with staff at all levels ü  Creates cross-functional teams
23. © 3rdView Consulting Pty Ltd 2015 Mindset Matter 1.  A focus on mindset is important in any learning program! 2.  In CX mindset is indispensable, as we are dealing with the ambiguity that comes with people (customers) 3.  Leader behaviour is the front line of your efforts to build a CF culture
24. © 3rdView Consulting Pty Ltd 2015 Building Design & Customer-focus Capability! “Helping Brisbane become Australia’s most Customer-focused city” Building a Customer-focused mindset for •  CX & Design Capability •  Cultural Transformation •  CX Community
25. © 3rdView Consulting Pty Ltd 2015
26. © 3rdView Consulting Pty Ltd 2015 Marie-Claire Grady! marie-claire.grady@3rdview.com.au 0409 055 091 Bartley Hassall! bartley.hassall@3rdview.com.au 0459 844 158