CCNG recently spoke with Bob Azman about his contributions in the latest collection of insights from CX leaders included in the book Customer Experience 3.
Customer Experience 3 is the third in a series of books that are a collection of the best and most innovative ideas of customer experience professionals from around the globe. The first two were best sellers so we aim for this third version to provide the same great advice and counsel from CX experts as with the first two. Twenty-eight authors provide insights and techniques that readers can immediately use to improve not only their customer experience but their employee experience as well. Having an engaged team of employees is critical to delivering an world-class customer experience.
My chapter focuses on experiencing your own experience. I was inspired by a 1990’s Harvard Business Review article, entitled “Staple Yourself to an Order”. The authors write about how important it is to understand and experience your order management cycle. In my chapter, I expand on this concept of having all employees in every department at every level of your organization, buy your products, experience your service and interact with your technology. I provide a roadmap for how to institute this concept in your organization and use the results to create actionable and attainable results. One of my quotes from the chapter illustrates my approach, “ For a moment, let’s set aside the journey maps. Shelve the surveys. Defer buying new technologies that promise to solve your problems. Pause spending your valuable time and energy trying to get executive buy-in. Instead, consider an approach that is much simpler and even more telling. Understand what your customers’ experiences are when buying your products and services.”
Don’t miss this opportunity to read about great ideas from expert CX professionals intended to help you become easier to do business with as an organization.
Bob Azman works with CCNG members sharing experience and perspectives in Customer Experience and Customer Care. Bob’s an innovative and visionary executive with an exemplary record of providing customer-driven solutions to companies in high growth or rapidly changing business environments. He provides a unique perspective as a thought leader, consultant, practitioner and business partner in customer experience (CX) design and execution to help companies become easy to do business with.
