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Obstacles for communicating action

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:

  1. 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!
  2. 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.
  3. Convincing the skeptics – you will have skeptics questioning the initiative.
  4. 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.

About the Author

Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit www.walkerinfo.com.

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