Beware! Don’t Make These Mistakes When Measuring Success

by Colin Shaw on September 7, 2017

When you are improving your Customer Experience (CX), measuring your progress is crucial.  Measurement tells you what you are doing right and, perhaps more importantly, what you are doing wrong. The analysis also helps you determine goals for your team and where to focus your efforts. It also helps you allocate proper resources. Fail to measure correctly, and you will have a tougher road to success—or miss the road altogether.

Colin ShawBeware! Don’t Make These Mistakes When Measuring Success

Unbelievable! Walmart Shopping Just Got Better!

by Colin Shaw on September 5, 2017

Walmart is debuting a towering new kiosk that makes it easier to pick up online orders in your local Walmart store.

Early reviews of Walmart’s “pickup tower” give it a thumbs up. In about 20 Walmart stores, you can scan a barcode on your phone at the bright red 16-foot-tall tower in the front of the store. A door opens, your item appears, and you’re done. The whole process takes less than a minute.

Colin ShawUnbelievable! Walmart Shopping Just Got Better!

Remarkable! What Invisible Influence Controls Your Behavior?

by Colin Shaw on August 31, 2017

Why did you buy the shirt you are wearing today? What about the car you drive, how did you choose it? Why did you go with the financial advisor you did?

If “because I felt like it” wasn’t the answer to each of these questions, you are missing the biggest reason that you did these things at all —and the reason you do almost anything for that matter.

Colin ShawRemarkable! What Invisible Influence Controls Your Behavior?

Exposed! What The Solar Eclipse & CX Have in Common

by Colin Shaw on August 29, 2017

I watched the recent solar eclipse from my home in Sarasota, USA, standing in the blistering Florida heat as the moon’s shadow gradually ate away at a little circle of light projected through a pinhole.

It all seemed to be over very quickly! But it’s our memories of the eclipse, more than the eclipse itself, that will shape our feelings about it. The eclipse is a good example of the way our experiences are influenced by our memories. This is a critical issue for any company that is serious about improving its customer experience.

Colin ShawExposed! What The Solar Eclipse & CX Have in Common

Exposed: How To Measure Your Customer’s Loyalty and CX

by Colin Shaw on August 24, 2017

Many organizations measure their Customer Experience (CX) in the wrong way. Chances are, you are too. So, what is it? How are you inadvertently thwarting your efforts to improve your CX? It is how you measure it and it’s one of the fundamental failures of many CX programs.

Measuring is a critical part of any effort to quantify progress (or failures) when you have a goal of improving your CX. They not only let you know what you are doing right (or wrong), but they also create a clear goal for your organization. It helps you determine how your people should focus their efforts and resources. After all, a measurement is essentially telling your team this measurement is our clearest indication of success.

Colin ShawExposed: How To Measure Your Customer’s Loyalty and CX

Secrets Revealed! How to Thrive in an Uncertain World

by Colin Shaw on August 22, 2017

By nature, I’m an organized person. I like things clear and orderly, laid out in black and white.

So, some years ago, as a new senior manager, I asked my boss to explain what my responsibilities would be after a company reorganization. I wanted to know, with absolute certainty. But my boss just looked at me and said, “Colin, in a senior position you need to deal with ambiguity.”

That wasn’t what I wanted to hear, but in retrospect it was excellent advice that helped me learn to handle uncertain situations. It seems especially timely now, as I look at the uncertainty of the world around me. From Brexit to rising seas to the future of trade pacts and U.S. healthcare, it sometimes seems that there’s little we can count on.

Business leaders – like everyone else – must contend with these external ambiguities and their potential consequences. Executives struggle with internal ambiguities too. We see it every day in our customer experience consultancy. Every business is driven by human interactions – between management and employees, employees and customers, customers and their friends and followers. These interactions are by nature ambiguous, irrational and based on emotions.

Many people are like me – they want to know things for certain and they like step-by-step guidance. But to lead an organization in our increasingly complex and uncertain world, you must develop an ability to handle ambiguity.

I recently re-read an article by life coach Melanie Allen that explains ambiguity in business well. I agree with her that the best leaders will accept the challenges and respond with confidence and adaptability. But I also have my own list of ways business leaders can handle ambiguity:

  1. Accept that you cannot control everything. From the future of regulatory issues to whether the new manager you hired is going to work out, there are many things in business – both internal and external – that are beyond your control. And the business world is only getting more complex. Let go of the notion that you can control everything.
  2. Learn to act based on the information you have. An ambiguous, fast-paced world means you can’t wait around to get all the data you might possibly want before making a decision. Assemble the information you can and make your best decision, based on what you know.
  3. Accept that you will make mistakes. You will not always be right, but one of your jobs as a leader is to make decisions and carry them out. Don’t dither or become paralyzed by choices – act decisively, and treat your mistakes as a learning experience.
  4. Be flexible. Be willing to adapt and change course if things aren’t working out. Let go of the notion that every decision you make must remain set in stone.
  5. Learn to handle uncertainty. I have a strong tendency to try to control everything. I have had to learn that many things are beyond my control, and I deal with this uncertainty by imagining various scenarios and planning how I will deal with them.
  6. Recognize that there isn’t a one-size-fits-all plan. In the customer experience world, what works for one business won’t work for another. Resist the urge to look for simple recipes, and use problem-solving skills to find a solution that works in your business.
  7. Have confidence in your own abilities. Confident people listen and ask questions. They take action and they’re not afraid to take risks. They’re willing to ask for help, and they’re happy to give credit to others. They don’t put other people down, and they acknowledge their mistakes. If you have the traits of a confident person, you’ll be better able to respond to factors you can’t control.
  8. Trust your gut. Your “gut feeling” is really just your subconscious processing information without you realizing it. In the customer experience field, we recognize that subconscious factors drive much of a customer’s purchasing decisions and experience with a brand. Most of the information you need resides in your subconscious. Listen to that voice.
  9. Accept advice. Our saying at Beyond Philosophy is that “None of us are as clever as all of us.” No matter how experienced and talented you are, there is always someone who knows more or can offer a fresh perspective. The world is complex and we all tend to live in our own bubbles. Take advice from others, and be sure to give them credit for their ideas.
  10. Manage stress. Ambiguity is stressful, even if you follow all my tips. Take steps to manage your stress, whether that means regular exercise, meditation or just taking time out for friends and hobbies.

Ambiguity is all around us. How do you deal with it? Share your thoughts in the comments section below.

It is imperative you are not uncertain about how to measure your Customer Experience. Join me for a FREE webinar, Where Customer Experience Measurement Goes Wrong, on Tuesday 22nd August. I will tell you where most organizations are going wrong and moreover, what to do to fix it. You will get a chance to ask questions and discover what you can do to improve your CX measurement.

CX Measures (Uncertain World)

If you enjoyed this blog, you might also like these:

The New Essential Business Skill – Storytelling!

“Sorry Seems to Be the Hardest Word” – How to Apologize

8 Leadership Strategies from an Influencer

Colin Shaw is the founder and CEO of Beyond Philosophy, one of the world’s leading Customer experience consultancy & training organizations. Colin is an international author of six bestselling books and an engaging keynote speaker.

Follow Colin Shaw on Twitter @ColinShaw_CX

Colin ShawSecrets Revealed! How to Thrive in an Uncertain World