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Why Planning to Fail Really Means Planning to Win, With Katie Stabler
FromCX Insider - Customer experience leaders sharing insights and ideas for customer service success
Why Planning to Fail Really Means Planning to Win, With Katie Stabler
FromCX Insider - Customer experience leaders sharing insights and ideas for customer service success
ratings:
Length:
37 minutes
Released:
Apr 19, 2021
Format:
Podcast episode
Description
Katie Stabler, a customer service recovery specialist, explains why companies should normalise failure and plan to fail in order to succeed. Greg speaks to Katie about the adoption of CX in the not-for-profit sector, and Valentina talks about her unfortunate attempt to return clothes via home pick-up service. Start planning for failure using Katie's 6-step framework which you will find in the episode.
Visit Katie Stabler's LinkedIn profile: https://www.linkedin.com/in/katie-stabler-ccxp/
Buy Katie's book Customer Experience 2: https://www.amazon.co.uk/Customer-Experience-2-Naeem-Arif-ebook/dp/B08CZTJ1YD/ref=sr_1_5?dchild=1&keywords=customer+experience+2+book&qid=1618790356&sr=8-5
02:24 - Introduction of Katie Stabler I 05:08 - Teaching organisations to become customer-centric I 11:51 - Why should not-for-profit organisations focus on customer experience? I 20:57 - Planning to fail I 30:20 - Advice to CX leaders
Visit Katie Stabler's LinkedIn profile: https://www.linkedin.com/in/katie-stabler-ccxp/
Buy Katie's book Customer Experience 2: https://www.amazon.co.uk/Customer-Experience-2-Naeem-Arif-ebook/dp/B08CZTJ1YD/ref=sr_1_5?dchild=1&keywords=customer+experience+2+book&qid=1618790356&sr=8-5
02:24 - Introduction of Katie Stabler I 05:08 - Teaching organisations to become customer-centric I 11:51 - Why should not-for-profit organisations focus on customer experience? I 20:57 - Planning to fail I 30:20 - Advice to CX leaders
Released:
Apr 19, 2021
Format:
Podcast episode
Titles in the series (100)
CX in automotive - the start of something new?: Greg, Lee and Louis discuss the automotive industry and its past, present and future customer experience strategy. by CX Insider - Customer experience leaders sharing insights and ideas for customer service success