Wednesday, April 9, 2014

Changing Behavior Towards the Customer Experience

"A satisfied customer is the best business strategy of all." - Michael LeBoeuf, American business author

During "Changing Behavior Towards the Customer Experience," Total Customer Experience Leaders Summit attendees learned that "checklists and compliance will not change customer behavior." We learn by doing.

Keith Ferrazzi, CEO, Ferrazzi Greenlight and author of Who's Got Your Back and Never Eat Alone, delivered a compelling presentation about the critical factors to changing human behavior, which include:
  • Building key relationships: Initiate and strengthen personal relationships with managers and other business partners
  • Leverage the community: Lean on your peers, managers and the broader community for personal success
  • Strengthen customer centricity: Build a customer-centric mindset within retail
A successful behavior change framework is developed by:
  • Knowing that change management is about relationships, emotion and connection
  • Focusing only on the highest return behaviors
  • Having an aligned purpose
  • Using reflective inquiry to gain engagement
A successful change framework is driven by:
  • Providing an empathetic challenge to ignite a movement
  • Helping your employees join a movement
  • Peer-to-peer coaching for support and success

Stay tuned for more customer experience insights shared at this week's TCEL. Stay connected at:
  • #TCEL14
  • 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

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