How to Overcome Barriers to Customer Centricity

How can we stay focused on every customer’s experience when we operate at the scale of Chase? 🤔 At the Chase Technology Senior Leadership Conference, I had the opportunity to share my thoughts on a crucial aspect of customer service, and I shared something I find myself thinking about often… we need to stop saying "only." As Head of Chase's Infrastructure and Production Management, I’m concerned about any issue that impacts even a small percentage of our customers. This is because at our scale, 1% can mean hundreds of thousands of customers. Given our scale, there can unfortunately be a tendency to say it “only” affects a small number of customers when we have issues affecting our ability to meet our customer promises. But using "only" can diminish the severity of issues and lead to complacency... and considering our scale, we can't afford to be complacent. Using the word "only" stifles curiosity in improving our business and makes us less empathetic to our customers. Here are my suggestions to remove "only" from our vocabulary: • Solve the "Small" Problems: Give teams the time and resources to address minor issues. This allows them to practice empathy and understand the customer experience more deeply. This allows us to address existing customer friction and helps us build better products for customers in the future. • Engage with Customer Challenges: Visit call centers, listen to complaints, or visit a branch and observe how customers and employees interact. Engaging with front line employees and customers directly brings immediacy and emotion to problem-solving, which makes for better solutions. • Focus on Customer Journeys: Establish "customer journey labs" to review pain points and improve experiences from the customer’s standpoint, not the bank’s. As I shared in Nashville with my peers, every minor hiccup represents a real customer with a genuine experience. Let's commit to "sweating the small stuff" and reward our teams for focusing on every customer problem. #CustomerExperience #Leadership

Have you ever tried to experience your products as a customer? I did, and it changed everything. By becoming a customer of a division I led, I lived through the customer journey firsthand and discovered insights that revolutionized my business approach. As leaders, it's easy to assume we know what our customers want and need. But how often do we leave our roles and experience our products and services as they do? Trust me, becoming your own customer is a total game-changer. Here's how you can start your own customer journey: 1. Order a Product and Track the Entire Process:   ~ Are the purchasing and shipping options clear and convenient?   ~ Does the tracking information keep you informed and at ease?   ~ Does the product arrive as promised, meeting or exceeding your expectations? 2. Engage with Customer Service:   ~ Are there multiple channels to reach out for help?   ~ Do the representatives provide knowledgeable, friendly, and efficient support? ~ How long do you wait in cue, or are you transferred to different departments?   ~ Do they go the extra mile to ensure your satisfaction?   ~ If you need to call, have a friend do it to ensure unbiased feedback if your voice might be recognized. 3. Navigate Your Digital Presence:   ~ Is your website intuitive and easy to use?   ~ Does your mobile app offer a seamless and engaging experience?   ~ Could you quickly find the necessary information and complete their desired actions? 4. Dive into Your Product & Process Documentation, even in the form of online FAQs:   ~ Are the manuals and guides comprehensive yet user-friendly?   ~ Do they anticipate and address common questions and concerns?   ~ Are they visually appealing and easy to follow? 5. Once Received, Unbox and Experience Your Product:   ~ Does the packaging protect the product and create a positive first impression?   ~ Is the unboxing experience memorable and shareable?   ~ Does the product itself meet or exceed the promised quality and functionality? By immersing yourself in your customer's world, you'll gain knowledge that no survey or focus group can provide. You'll find opportunities for improvement, spot areas where your company shines, and deepen your appreciation for your customers's perspectives. This is not a one-time learn-and-burn event; it takes time and commitment. So, leap and become your own customer. Embrace the journey, learn from it, and let it guide you in creating exceptional experiences that set your business apart. Check your company's return policy before you start. ;) Ready to walk in your customers' shoes? Please share your experiences, and let's inspire each other to build customer-centric cultures that drive success! #CustomerExperience #BeYourOwnCustomer #LeadershipLessons

𝗢𝘃𝗲𝗿𝗰𝗼𝗺𝗶𝗻𝗴 𝗖𝗫 𝗟𝗲𝗮𝗱𝗲𝗿 𝗦𝘁𝗼𝗰𝗸𝗵𝗼𝗹𝗺 𝗦𝘆𝗻𝗱𝗿𝗼𝗺𝗲 Well-intentioned CX Leaders may find themselves in the subtle grip of what I call "Stockholm Syndrome." This scenario unfolds when leaders, driven by noble intentions, become intertwined with a corporate culture that staunchly resists change. 1. Embracing an Outsider's Perspective Stepping into a new role often means you bring fresh eyes and innovative ideas to the table – that's precisely why you were selected. Harness this unique perspective to illuminate glaring issues that could detrimentally affect the customer experience. 2. Navigating the Complexities of Cultural Conformity Among the greatest challenges CX leaders encounter is the art of harmonizing with the existing organizational culture and its intricate power dynamics. Success lies in striking a delicate balance between honoring an organization's traditions and values while fervently advocating for necessary transformations. 3. Deciphering the Intricacies of Politics and Decision-Making Avoid the pitfalls of power plays and cultivate robust relationships with influential stakeholders and thought leaders. These connections are the bridges to ensuring your ideas receive the attention and consideration they deserve, significantly enhancing your ability to drive meaningful change. 4. Evaluating Risk Appetite Every organization grapples with risk management, and many colleagues often fear failure more than they embrace the potential for success. Learning how your company manages risk empowers you to tailor your proposals and initiatives accordingly. 5. Balancing Tradition with Innovation Traditions undoubtedly hold value within any organization, and their reverence is imperative. However, it's equally crucial not to let tradition stifle innovation. Use change management methods to harmonize time-honored practices with contemporary thinking, striking a balance that fosters positive change. 6. Prioritizing the Customer as Your Guiding Light Above all else, your unwavering focus must center on the customer. By consistently placing their needs and expectations at the forefront of your initiatives, you'll discover a wellspring of support to bolster your CX improvement endeavors. 7. Dissolving Silos and Turf Boundaries The defense of territorial boundaries can hinder collaboration. Look for the “what’s in it for you” in your cross-functional teamwork and open communication channels to promote seamless departmental cooperation and synergy. Remember, the customer is the common ground that unites us all. CX leaders can anticipate, recognize, and effectively confront these challenges without becoming hostages to the formidable forces of the status quo. ⚠️Share your experiences with CX Leader Stockholm Syndrome in the comments and join the conversation. Follow me, and together, we will continue to drive customer experience excellence. #customerexperiencemanagement #changemakers