Here's how you can advocate for customer-centric practices while navigating power dynamics with your boss.

One could say that there are so many bedrocks to customer experience and it’s career advancements. However, one of the most important ingredients is TRUST. To successfully make a case for customer centric practices, your boss must have total trust in you. Trust shows that you are capable, reliable and consistently delivering excellent work by being a problem solver. When you build trust with your boss, the likelihood of your boss listening to you and taking your consideration is high. Always engage in open minded communication and clearly express your passion for CX without undermining their authority.

To advocate for customer-centric practices while navigating power dynamics with your boss, first ensure you have a solid understanding of how these practices benefit the business, including increased customer loyalty and potential revenue growth. Present data-driven evidence and case studies that highlight the success of customer-centric strategies. Approach the conversation with solutions that align with your boss’s objectives and the company’s goals. Foster open communication and propose small-scale tests or pilot projects to demonstrate the effectiveness of these practices without requiring a full-scale commitment initially.

Building trust with your boss is essential for advocating customer-centric practices. Show reliability by consistently delivering excellent work and proactively solving problems. Engage in open communication and express your passion for enhancing CX without undermining their authority. This balance positions you as a valuable ally, making your boss more likely to consider your suggestions seriously.

Just like all relationships, it takes time to build credibility and trust. Through consistent performance and display of passion is a good start to create an open conversation with your boss on enhancing customer experience. It is always good to set your foundation strong before getting started on the next level. Do not give up even it takes a long time to warm up the idea to your boss. Keep your passion strong and persistent. You will eventually be heard, and will be able to add value to your company’s customer experience.

Boundaries and open communication. Set standards for providing the best service to your customers. And if you fall short, have a plan in place for making it right. Be consistent, though malleable. Think big picture, but remember the small details make the most difference to our customers. If your boss trusts in your ability to shine under adversity & you put your customer first, success ensues.

Business is trust. Cooperation is trust. Trust is very important in work, in life. Trust can create marvel, wonder, even a new world.

Ensure your proposals align with the company's goals, showing how customer-focused initiatives can boost business success. Use data and examples to highlight benefits like increased loyalty, revenue, and a better brand reputation. Tailor your suggestions to your boss's priorities, stressing how they can improve key performance indicators. You can find allies who support customer-centric practices to strengthen your case. Communicate, be concise, and open to feedback.

I disagree that trust has to be proven before you’re almost “taken seriously” trust takes time but judging someone’s skills on seriousness should be just based on this. It should be based on strategically analysing the suggestion and its outcomes to see if it’s a viable decision regardless of trust. Regardless if I’m proven trustworthy my suggestions come from experience and my knowledge and expertise.

Estar de frente com o cliente é uma ferramenta poderosa para analisarmos e compreendendo as dores da operação e fluxos. Estar na linha de frente nos proporciona uma gama de informações onde é possível ter um olhar crítico e analítico dos processos. Incomode-se e não se acomode! Essa é a melhor forma de trazer melhorias. Olhe o problema, mas pense na solução. Levante números, eles não mentem. Leve ao seu chefe o incomodo percebido, o quanto isso impacta e as ideias de melhoria para solucionar esse problema. Ele vai ser a melhor pessoa a te falar se é viável ou não. Caso não seja, questione, entenda, repense. Você está de frente com o cliente, e ninguém melhor que você para garantir a melhor forma de redesenhar um processo.

Sempre chegue com dados e números, fatos e explicações. No final das contas, suposições não levam a empresa a qualquer lugar. Seu chefe irá ver claramente a situação e entender que mudanças devem ser feitas.

Leverage data to make your case compelling when advocating for a customer-centric approach. Gather customer feedback, satisfaction scores, and relevant metrics that demonstrate the need for a customer-focused strategy. Presenting data removes subjectivity and persuades your boss with facts. This shows you’re serious about measurable improvements.

La información tiene poder y si sabemos analizarla la elevamos de nivel, es importante hacer uso correcto de los datos y poder generar mejoras a raíz de los resultados. Eso te hace generar proyectos importantes y de impacto.

When you're advocating for a customer-centric approach, using data can strengthen your arguments. Look for customer feedback, satisfaction scores, or any other relevant information that shows why a more customer-focused strategy is needed. Having this data helps take emotion out of the conversation and lets you convince your boss with facts, not just your own opinion. It also shows you've done your research and are serious about making improvements that can be tracked and measured with real numbers. Data can be compelling, so use it to make your case for a better customer experience.

When presenting an idea to enhance the customer experience, it should not be based solely on one or two feedbacks from your customers. It is crucial to list down the various feedbacks and use it as valuable data to decide whether it is beneficial to implement the change. Collecting data accurately is the first important stage of successful innovation. With a good set of quality and quantitative data, it sets the stepping stone to a great conversation with your boss.

KPIs are the result of the work done, so they show the client's pain points, which makes us have a better diagnosis to implement the correct changes.

Becoming a truly customer-centric organization is an ongoing journey, not a one-time event. It requires cultivating empathy for both the customer and the organization itself. Understanding the company's strategy and objectives, alongside the role your leader plays in achieving them, is crucial. This holistic perspective empowers you to identify starting points and prioritize initiatives that maximize customer experience (CX) while aligning with organizational goals. By actively listening and capitalizing on opportunities that benefit both CX and the organization's objectives, you can contribute significantly to building customer-centric practices.

Empathizing with your boss's perspective is strategic in advocating for customer-centric practices. Understand the pressures they face and tailor your suggestions to address these concerns. Demonstrating empathy gains their support by showing you care about the customers and the well-being of the team and company. This dual focus makes your advocacy more palatable.

Getting your boss on board with customer-centricity is easier if you see things from their perspective. Try to understand the pressures they face and the challenges they juggle. When you present your ideas, frame them as solutions that address those concerns, not just customer needs. By showing empathy for their situation, you'll come across as a team player, not just someone pushing for change.

As much as we are customer-centric, it is also important to be team-centric. There is no ceiling when we speak about customer experience. But your boss does have limitations when they have to make a decision based on things such as operational needs, budget, etc. When you balance your passion with empathy, it will create a strong partnership with your boss on the journey of improving Customer Experience.

Seja direto, o tempo dele é curto e o seu também. Comunicação não é sobre o que ou como falamos, mas sim como a outra pessoa entende. Que nossa mensagem possa ser clara e objetiva para com nossos chefes.

Effective communication is key when presenting customer-centric ideas to your boss. Be clear and concise, articulating the benefits of a customer-focused approach in terms that resonate, such as increased loyalty or improved brand reputation. Avoid jargon, address objections calmly, and prepare to answer questions. Good communication bridges gaps and highlights the value of your proposals.

Talking to your boss about customer focus needs to be clear and to the point. Explain the benefits of putting the customer first, like happier customers who come back more often or a better reputation for the company. Skip the technical terms and focus on results your boss cares about. Be ready to answer questions and address any concerns they might have calmly and professionally.

Effective communication is key to successfully delivering a pitch to your boss. -Be overly-prepared. -Keep it short and sharp. -Point out clearly the benefits of moving towards being more customer-focused -Encourage questions and ideas to close the gaps -Brainstorm together towards a common goal

Le mot clé de la communication efficace c'est "keep it short and simple" , soyez clair au plus que possible , présentez des indicateurs/ donnés qui soutiennent vos suggestions et montrez quel sera votre conduite à tenir en quelques mots, la technique idéale sera le peach elevator !

Change is constant! The manner and way you show this change is also important. You must lead by example and show customer centric practices. You can start by implementing change within your control and always share the results with your boss. This approach shows how committed you are in enhancing the your CX goals and encourages your boss to consider broader approach of customer centric strategies. This action action you could also be considered for larger portfolio and initiatives.

Lead by example and show how customer-centric practices positively impact the business. Start small by implementing changes within your control and share the results with your boss. This proactive approach demonstrates your commitment to enhancing CX and can encourage broader applications of customer-centric strategies, increasing your chances of getting buy-in for larger initiatives.

Lead by example. Implement small, customer-centric changes within your control. Share the positive results with your boss. This demonstrates your commitment to CX and the tangible benefits it brings, making them more receptive to broader customer-centric initiatives.

If you have the passion, be the champion who leads the way. Take small steps daily to implement changes. Keep track of the progress and results, and share them with your boss. Providing valuable and timely real-life data takes you one step closer to working on new customer-centric strategies with your boss.

La satisfaction client est l'indicateur phare de la réussite de tous types d'entreprises, travailler sur la fidélisation et l'expérience client est un mindset qui nécessite beaucoup de motivation et de communication efficace avec les parties prenantes pour un ROI toujours en croissance !

I think adapting to change is the greatest strength we have to have. Visualizing and putting into action practices to improve is what ultimately leads to good results.

My passion lies in delivering the best customer experience to individuals. I am constantly seeking new ways to improve service. To me, it is all about trial and error until I find the most effective way. There have been several occurrences when my boss has approached me and asked me what I am doing differently. That opens up doors for me to share new customer-centric strategies that I have come up with, making my job even more rewarding.

Every organization aims to be customer-centric, but implementing these practices can be challenging due to various factors. Dependencies on product development, limited resources, organizational silos, and resistance to change can all pose significant hurdles. Recognizing these limitations and identifying alternative solutions that can make small or significant impacts is crucial. By doing so, you can build a compelling case for your initiatives and facilitate productive conversations about customer-centric practices.

L'expérience client est vraiment un indicateur qui pèse sur le marché, proposer un traitement personnalisé du bout en bout sert à fidéliser les clients et rendre leurs expériences plus enrichissantes , ce qui permet à l'entreprise un gain sur le volet marketing mais surtout sur le traitement des objections. Un client fidèle exprime son besoin réel et propose même les améliorations souhaitées ce qui lui transforme d'un simple client à votre meilleur collaborateur !