What can you do to be an unforgettable company that customers continue to buy from and rave about to others? What are ways to lead and unite your organization that would "Make Mom Proud?" In this episode of Doing CX Right®, host Stacy Sherman talks with Jeanne Bliss about these topics, including the value of goal mapping versus journey mapping to be an unforgettable customer-centric company, workforce trends, and earning the right to customer-driven growth. What You Will Learn Build a goal map that names what the customer needs to accomplish before your team designs any internal process step. Replace department-level output metrics with one shared outcome metric, such as tracking how many days a product or service stays functional instead of counting units sold. Test any fee, policy, or contract term by asking whether you would apply that same term to your own parent, then rewrite any term that fails the test. Publish a documented list of pre-approved actions frontline employees can take on the first contact, without routing the decision to a manager for approval. Keep a live person reachable behind every automated tool, so customers who need a human for a complex or high-value request always have that option. Have a question or thoughts to share? Leave a voice message: https://www.speakpipe.com/StacySherman Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.
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