In This Chapter
Knowing the enemy
Partaking in a “commitment culture”
Communicating powerfully and dealing with bureaucracy
Finding like-minded souls
Being courageous, going the distance, and staying engaged
What do we mean by customer experience advocates? Simple. We’re talking about those employees who lead, direct, and foster change in the area of building and sustaining a customer-centric culture. This chapter discusses ten key qualities of awesome customer advocates.
The great military strategist Sun T’zu once said:
If you know your enemies and know yourself, you will not be imperiled in a hundred battles; if you do not know your enemies nor yourself, you will be imperiled in every single battle.
So what is the enemy of the customer advocate? Perhaps, it’s your company’s current culture.
As you confront the realities of an intransigent corporate culture, an ...