We know it is important to actively promote customer initiatives, but CX professionals face a number of obstacles during the communication. Here are a few common obstacles to consider:
- Cutting through the clutter - In any organization there are countless initiatives - quality initiatives, green initiatives, cost-cutting initiatives, etc. CX leaders need to rise above these and make it more than an initiative. It must be a corporate imperative!
- Getting through to people - You still have to help them understand what this is all about - the goal, how it relates to the business, why it is important, and what their role is.
- Convincing the skeptics - you will have skeptics questioning the initiative.
- Time - it seems like communication takes a back seat way too often. We're so busy with all the details of administering customer initiatives that we don't communicate effectively. And then our initiatives fade into the background - which translates into little action, little change, and few results.