“Most often, success or failure in a job comes down to how we manage ourselves and how well we manage relationships with coworkers…not how much we know.” Jennifer Shirkani
During the 2017 Walker B-to-B CX Summit, Jennifer Shirkani talked about the importance of emotional intelligence. I admit, until her presentation I thought emotional intelligence was akin to self-awareness. Boy, was I wrong.
Emotional intelligence is how we respond (or adapt) based on our self-awareness. Jennifer shared this example. Someone with high self-awareness and no emotional intelligence might be inclined to think, “This is who I am. Take it or leave it.” While those with self-awareness and emotional intelligence are more likely to think, “This is who I am, but I can make temporary adjustments to adapt to others.”
I often hear people blame others for their shortcomings – guilty as charged. But, perhaps it isn’t them. It’s our own self. Our emotional intelligence could be the thing that is stealing our sparkle.
So, what does this have to do with customer experience? A lot.
It’s our job to put the customer at the heart of business. We must have our finger on the pulse of our customer relationships. We have to influence decisions without having authority. We have to engage the organization. When you think about it, our role has very little to do with our self-awareness, and everything to do with them – customers, employees, partners, investors, etc. Yes, we need to know ourselves, but we must be able to adapt if we’re going to truly hear what our customers are saying and achieve buy-in and support throughout the organization.
What do you think?
Side note: This blog was inspired by my daughter, Lillian. She occasionally binge watches Greys Anatomy and recently accused Izzie of stealing Meredith’s sparkle.