5 Rules for Building a Successful Customer Experience Team

A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science.

For three years running, Beyond Philosophy has been recognized by Financial Times as a leading management consultancy organization. While I would love to take credit for it myself, I realize that we could never have won without the excellent team we have here. 

Our team-building strategy is deliberate and repeatable. I have used it to help organizations that hire us to improve their Customer Experiences to build their teams. In other words, we have a strategy for creating successful Customer Experience teams that we know works.

In this episode, we share the five rules for building successful Customer Experience teams. We hope that they will help you make the team you need to deliver the experience that fosters the customer-driven growth you need. 

Key Ideas to Improve your Customer Experience

When it comes to building Customer Experience teams, there is no considerable difference between them and any other team. So, in many ways, you can consider these rules as applicable for any team-building project. 

Here are some highlights of the discussion:

• 04:28 We share Rule #1, which is to hire strategic thinkers and practical doers, so once you know what to do, you can then carry it out.
• 10:01  With Rule #2, we suggest hiring a team with a high EQ or emotional intelligence so they can understand and manage the emotions of themselves and others.
• 12:53  We talk about how understanding all the departments of an organization is essential for the CX Team with Rule #3, which is to respect cross-silo knowledge.
• 17:24  When we talk about Rule #4, which is to find people who can deal with conflict but with integrity, we discuss the importance of handling conflict when you are on the CX team because everyone is happy about the project until you ask them to do something.
• 23:14   We share Rule #5 and employ people with natural communication skills, which is vital when explaining the concepts behind why you are making changes to people from all walks of life. 
• 29:38   We summarize the rules and why we think they are essential.

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Customer Experience Information & Resources

LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is the Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on Linkedin and Twitter.

Click here to learn more about Professor Ryan Hamilton of Emory University. 

Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers. 

Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more. 

How can we help?

Click here to learn more about Beyond Philosophy's Suite of Services.