Tag Archives: Janet LeBlanc

Leading CX Transformation: How to Drive Customer-Centricity

Photo: Frederic Edwin Church – Aurora Borealis – Google Art Project. From Wikimedia Commons.

“It takes a thousand voices to tell a single story.” – Native American proverb

What is a customer-centric organization? According to Janet LeBlanc, President, Janet LeBlanc & Associates Inc., customer-centric organizations:
- Aggressively seek to understand the customer
- Have leaders who meet with employees and customers constantly

During last month’s Total CX Leaders Conference, Janet described how organizations can drive a customer-centric culture:

1. Strategic alignment: Clearly communicate a shared vision of the ideal customer experience. Measure the impact of customer experience initiatives on business performance. Hire customer-focused executives.

2. Senior leadership: Act as a role model for customer-centric behaviors. Regularly showcase examples of customer-centric behaviors by employees. Spend time interacting directly with customers.

3. Customer insights: Quickly identify and resolve trouble spots in the customer experience. Use customer feedback to improve customer communication. Gather customer feedback, in real time, to identify early signs of customer defection.

4. Employee engagement: Clearly define what employees need to do differently to improve the customer experience. Give employees the authority to resolve customer issues on the spot. Provide employees with the right information to address customer issues.

5. Measurements and rewards: Use rewards, other than monetary, to reinforce customer-centric behaviors. Track the effectiveness of customer experience action plans and initiatives. Reward and recognize the achievement of customer experience improvements.

Let’s keep the Total CX Leaders Conference conversations going! Stay connected with TCXL15 at:
- twitter.com/#TCXL15
- linkedin.com/Total Customer Experience Leaders
- facebook.com/Total Customer Experience Leaders

Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.

Employee Recognition Programs Energize and Strengthen Customer-Centric Organizations

Photo by paul bica

“The deepest principle in human nature is the craving to be appreciated.” – William James, psychologist and philosopher
Customer-centric companies know how important it is to reward and recognize their employees. If employees feel appreciated, then they are able to effectively and consistently show appreciation for customers.
During the Total Customer Experience Leaders Summit (TCEL), Janet LeBlanc, President, Janet LeBlanc & Associates Inc., showed how employee recognition programs are fundamental to the success of a great customer experience program in these three areas of impact:
  1. Employee: Recognize employees as part of the process of developing customer solutions
  2. Customer: Reinforce the ideal customer experience – intentionally
  3. Enterprise: Reward organizational improvements and create a customer-centric culture
Recognition practices are provided to acknowledge or give special attention to employee actions, efforts, behaviors and/or performance and contribute to organizational success. Recognition should be:
  • In the moment
  • Appropriate and in context
  • Tied to employee’s perceived value
  • Individual and team based
Stay tuned for more customer experience insights shared at this week’s TCEL. Stay connected at:

  • twitter.com/TotalCustomer #TCEL14
  • linkedin.com/Total Customer Experience Leaders
  • facebook.com/TotalCustomer

Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.

How to Recognize Your Employees through Storytelling

Photo by paul bica

“People may take a job for more money, but they often leave it for more recognition.” – Dr. Bob Nelson, best-selling author and motivational speaker

According to Total Customer Experience Leaders Summit (TCEL) session speaker Janet LeBlanc, “Customer-centric companies know how important it is to reward and recognize their employees.” Creating a relevant story with the employee at the center of the recognition goes a long way to unlock higher performance and engagement.

A story that lacks a unique perspective will create the opposite effect as described in “How to Ruin an Employee’s Big Moment” by Jeff Haden.

Great recognition uses great storytelling as its foundation. Learn how to effectively recognize your employees in “Transforming Company Culture through Storytelling” by Darcy Jacobsen.

Join me in Miami next week (April 9-11) for TCEL and hear more about employee recognition from Janet LeBlanc during her session, “Employee Recognition Programs Energize and Strengthen Customer-Centric Organizations.”

To learn more about the event and register, go to http://www.iirusa.com/totalcustomer.

Stay connected with TCEL:

  • twitter.com/TotalCustomer #TCEL14
  • linkedin.com/Total Customer Experience Leaders
  • facebook.com/TotalCustomer

Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.

    Customer Experience Conversations: Janet LeBlanc

    In this next post in our Customer Experience Conversations series, we sat down with Total Customer Experience Leaders Summit’s speaker Janet LeBlanc, who is also President of Janet LeBlanc + Associates Inc. LeBlanc discussed how empathy and emotion has a critical impact on customer experience today.
    This year, TCEL will explore the new realities of building brands and relationships in today’s socially driven and data abundant world. The event will shine an important lens on the power of insights and the critical need for marketers to focus on factoring emotion into the bigger equation to get a return on customer relationships.
    Your experience at TCEL will include three full days of high-level visionary keynote presentations and in-depth case studies illustrating linking insights & data, data measuring & mapping, design thinking, synthesize intelligence from B2B and B2C companies across verticals, disciplines and cultures to march forward with a sound total customer experience plan.
    Here is what LeBlanc had to say:
    IIR: Describe your best customer experience.
    LeBlanc: The best customer experiences are those that elicit the strong positive feelings and emotions that strengthening the relationship and loyalty a customer has with a company. Statements such as: ‘I felt like she understood what I wanted or they treated me with respect’ are the best examples of a great customer experience.
    IIR: How is empathetic leadership changing leadership in customer experience today?
    LeBlanc: Empathy is considered one of the five categories of emotional intelligence. It will enable a leader to develop a closer, more collaborative relationship with others. Taking a personal interest, showing that you care, and having a genuine concern about another person’s point of view fosters an environment of trust and caring’the ideal environment for employees to perform at their best and for customers to feel appreciated and valued.
    IIR: Why are empathy and emotion so important in when it comes to customer experience?
    LeBlanc: Recognizing the power an emotion has on determining the outcome of a customer experience is paramount to a successful customer experience management program. We may forget what someone says to us, but we rarely forget how they make us feel. Having empathy and understanding emotions throughout the customer experience journey helps organizations to stay connected to their customers, to design a better problem resolution process, and to create a more collaborative empathetic work environment.

    IIR: What are the key traits of a great customer experience leader?
    LeBlanc: Today’s savvy business leaders recognize the shift towards collaborative leadership capabilities. Implementing a large-scale customer experience program requires the commitment and collective forces of the entire leadership team. No one leader can drive customer-centricity alone. Strong alignment and collaboration is a must to be successful.
    IIR: If your customers have a bad customer experience, how do you reconnect with them moving forward?
    LeBlanc:  When a problem occurs, the bond between a company and the customer is broken. It places the relationship in crisis and creates a pivotal time for a company to re-establish the relationship and repair the damage. Most companies will train employees to apologize, but often will forget the most important ingredient needed for successful resolution’empathy. Even when an apology is offered, without recognizing the emotions at play or a statement acknowledging the gravity of the situation, the apology will not have a positive impact.
    IIR: Employee recognition can positively influence employee behaviors and cultivate a customer-centric culture. How do you recognize and motivate your employees?
    LeBlanc: Recognition programs motivate employees to make an extra effort or go the extra mile. By acknowledging and giving special attention to an employee’s actions, an organization is reinforcing the specific behaviors needed to realize its customer experience strategy and goals. The best employee recognition programs use a combination of informal and formal approaches that balance feedback from leaders, peers and customers. An effective employee recognition program not only recognizes top performers but also motivates all employees to reinforce and achieve the desired customer-focused behaviors.
    Want to hear more from Janet on customer experience in person? Join her at Total Customer Experience Leaders Summit 2014 in Miami in April. To learn more about the event and register, click here:  http://bit.ly/1dmzfJe  

    About the Author: Amanda Ciccatelli, Social Media Strategist of the Marketing Division at IIR USA, has a background in digital and print journalism, covering a variety of topics in business strategy, marketing, and technology. Amanda is the Editor at Large for several of IIR’s blogs including Next Big DesignCustomers 1st, and ProjectWorld and World Congress for Business Analysts, and a regular contributor to Front End of Innovation and The Market Research Event,. She previously worked at Technology Marketing Corporation as a Web Editor where she covered breaking news and feature stories in the technology industry. She can be reached at aciccatelli@iirusa.com. Follow her at @AmandaCicc.