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.