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Customer Experience For Dummies by Bob Kelleher, Roy Barnes

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Chapter 19

Ten Key Qualities of Awesome Customer Experience Advocates

In This Chapter

arrow Knowing the enemy

arrow Partaking in a “commitment culture”

arrow Communicating powerfully and dealing with bureaucracy

arrow Finding like-minded souls

arrow 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.

They Know Their Corporate Culture May Be the Enemy

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 ...

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