𝗪𝗵𝗮𝘁 𝗱𝗼 𝘆𝗼𝘂 𝗻𝗲𝗲𝗱 𝘁𝗼 𝗰𝗼𝗿𝗿𝗲𝗰𝘁 𝘁𝗼 𝗴𝗲𝘁 𝘀𝗲𝗮𝗺𝗹𝗲𝘀𝘀 𝗖𝗫? Part 4/5 Interview with Lior Arussy - Top 10 CX Guru
ฝัง
- เผยแพร่เมื่อ 6 พ.ค. 2022
- 𝐖𝐡𝐚𝐭 𝐝𝐨 𝐲𝐨𝐮 𝐧𝐞𝐞𝐝 𝐭𝐨 𝐜𝐨𝐫𝐫𝐞𝐜𝐭 𝐰𝐢𝐭𝐡𝐢𝐧 𝐭𝐡𝐞 𝐨𝐫𝐠𝐚𝐧𝐢𝐳𝐚𝐭𝐢𝐨𝐧 𝐭𝐨 𝐦𝐚𝐤𝐞 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐟𝐥𝐨𝐰 𝐬𝐞𝐚𝐦𝐥𝐞𝐬𝐬𝐥𝐲?
In this 4th episode out of 5 of an interview in our 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 - 𝐄𝐱𝐩𝐞𝐫𝐭 𝐈𝐧𝐭𝐞𝐫𝐯𝐢𝐞𝐰 with my partner Amit Prakash, Human First, CXP, FIAST we interview 𝐋𝐢𝐨𝐫 𝐀𝐫𝐮𝐬𝐬𝐲 (𝐖𝐨𝐫𝐥𝐝'𝐬 𝐓𝐨𝐩 𝟏𝟎 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐆𝐮𝐫𝐮).
🅢🅤🅜🅜🅐🅡🅨:
When Lior asks his clients "𝐥𝐞𝐭𝐬 𝐝𝐞𝐟𝐢𝐧𝐞 𝐰𝐡𝐚𝐭 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐬𝐞𝐫𝐯𝐢𝐜𝐞 𝐢𝐬?" for many of them, Customer Service is something that they "add on, on top of the products that they sell or the solution that they sell”. And that is where the problem starts. Lior suggests that we should “𝐬𝐭𝐨𝐩 𝐬𝐞𝐩𝐚𝐫𝐚𝐭𝐢𝐧𝐠 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐬𝐞𝐫𝐯𝐢𝐜𝐞 𝐟𝐫𝐨𝐦 𝐚 𝐩𝐫𝐨𝐝𝐮𝐜𝐭 𝐨𝐫 𝐟𝐫𝐨𝐦 𝐬𝐚𝐥𝐞𝐬 𝐨𝐫 𝐚𝐧𝐲𝐭𝐡𝐢𝐧𝐠 𝐞𝐥𝐬𝐞”.
Lior believes that “𝟗𝟓% 𝐨𝐟 𝐭𝐡𝐞 𝐞𝐦𝐩𝐥𝐨𝐲𝐞𝐞𝐬 𝐰𝐚𝐧𝐭 𝐭𝐨 𝐝𝐨 𝐭𝐡𝐞 𝐫𝐢𝐠𝐡𝐭 𝐭𝐡𝐢𝐧𝐠”. They're not here to upset the customers or anything else. And “𝐢𝐭'𝐬 𝐫𝐞𝐚𝐥𝐥𝐲 𝐭𝐡𝐞 𝐩𝐞𝐨𝐩𝐥𝐞, 𝐭𝐡𝐞 𝐦𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭, 𝐭𝐡𝐞 𝐩𝐫𝐨𝐜𝐞𝐬𝐬𝐞𝐬 𝐭𝐡𝐚𝐭 𝐚𝐫𝐞 𝐡𝐨𝐥𝐝𝐢𝐧𝐠 𝐭𝐡𝐞𝐦 𝐛𝐚𝐜𝐤”. We need to see the KPIs that we are setting, “𝐀𝐫𝐞 𝐭𝐡𝐞𝐲 𝐞𝐦𝐩𝐨𝐰𝐞𝐫𝐢𝐧𝐠?” 𝐎𝐫, “𝐭𝐡𝐞𝐲 𝐚𝐫𝐞 𝐝𝐞𝐬𝐩𝐚𝐢𝐫𝐢𝐧𝐠 𝐭𝐡𝐞 𝐞𝐦𝐩𝐥𝐨𝐲𝐞𝐞𝐬”. Otherwise, the employees are acting on that, and eventually, they learn to become robots.
Lior cautioned the leaders of organizations that are not being customer-centric are becoming 𝐚 𝐠𝐫𝐚𝐯𝐞𝐲𝐚𝐫𝐝 𝐨𝐟 𝐩𝐫𝐨𝐜𝐞𝐬𝐬𝐞𝐬 𝐭𝐡𝐚𝐭 𝐚𝐫𝐞 𝐭𝐲𝐢𝐧𝐠 𝐭𝐡𝐞 𝐡𝐚𝐧𝐝𝐬 𝐨𝐟 𝐭𝐡𝐞 𝐞𝐦𝐩𝐥𝐨𝐲𝐞𝐞𝐬 and shared great real-life stories.
Oftentimes one of the biggest obstacles that prevent employees thrive by delivering a 𝑫𝒆𝒍𝒊𝒈𝒉𝒕𝒇𝒖𝒍 𝑪𝒖𝒔𝒕𝒐𝒎𝒆𝒓 𝑬𝒙𝒑𝒆𝒓𝒊𝒆𝒏𝒄𝒆 is “𝐭𝐡𝐞 𝐥𝐚𝐰 𝐨𝐟 𝐨𝐝𝐝 𝐜𝐚𝐬𝐞𝐬”. Defensive processes that were created for one-off cases, create the notion that “𝐚𝐥𝐥 𝐞𝐦𝐩𝐥𝐨𝐲𝐞𝐞𝐬 𝐚𝐫𝐞 𝐜𝐡𝐞𝐚𝐭𝐞𝐫𝐬 𝐚𝐧𝐝 𝐚𝐥𝐥 𝐭𝐡𝐞 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬 𝐚𝐫𝐞 𝐥𝐢𝐚𝐫𝐬”. That will make the employees cynical and disengaged. They're going to say, “𝐰𝐡𝐲 𝐛𝐨𝐭𝐡𝐞𝐫?” When we make a law out of an outlier and we apply it to everyone and then no one can get through and no one can make things happen.
Stay tuned for our next video on How to define "𝑫𝒆𝒍𝒊𝒈𝒉𝒕𝒇𝒖𝒍 𝑪𝒖𝒔𝒕𝒐𝒎𝒆𝒓 𝑬𝒙𝒑𝒆𝒓𝒊𝒆𝒏𝒄𝒆"?
