Leadership Required: Why the CEO needs to drive communication and culture change to improve customer experience.
A simple but not simplistic 3 point list of a leader's role in communicating with all hands in culture change. From Experience Required™
The CEO’s role must be one of brand champion...[to] ensure that the company’s brand strategy is implemented, instead of becoming just another “thing” that everyone should do.
Here are three things leaders can start to do today to ensure greater success:
#1. Be visible.
Employees need to see you (literally) leading the effort ...[to] know that you truly believe in its value and its impact. Get out and develop relationships with your employees. ...[and] hear what’s really going on from those that directly interact with your customers.
#2. Give feedback regularly.
Recognize employees often with specific feedback on what they did well. Help them connect to the purpose and how their individual efforts fit in with the big picture.
Giving their work greater meaning helps them realize they’re working for a company they can be proud of.
#3. Demonstrate quick wins.
Make it a point to regularly update employees on progress. Show them how their feedback led to actionable improvements in process, employee, and customer experiences.
You have to walk the talk and show you’re prepared to make changes that improve the experience. Once your employees realize their input is valued, they’ll open up more and be more motivated to follow your example.