Leadingwithempathy:howdowedeliver acompassionatecustomerexperience

To lead with empathy and humanness requires leaders to understand the needs of others and be aware of their feelings and thoughts – a high level of Emotional intelligence is required. Putting people (employees and customers) at the centre and forefront of your organisation is easy when written in a strategy doc, however true operationalisation of same is a job not for the feint hearted They say Employee Experience = Customer Experience because happy employees will deliver on exceptional customer satisfaction I have an equation which I live by LX=EX=CX (Leader Experience =Employee Experience=Customer Experience) This is important when delivering a great Broker and Customer Experience. Customer Experience is the emotional connection with our Ecosystem we operate in, without understanding the needs and emotions of the eco-system we work with we cannot deliver a compassionate customer experience. It’s the disciplined practice of analysing and anticipating customer needs in a holistic way and intentionally differentiating experiences that deliver on the brand promise CX is a chain of interconnected perceptions that customers have with an organisation across all touchpoints and people

So how? It is important to have a CX strategy aligned to the business strategy which is adopted by all leaders in the organisation and actively embed this in their ethos from marketing, sales/distribution, life stages of the policy, to renewals, upselling, claims and complaints handling. Every process, policy and digital design must address the needs of the broker and customer. Enabling the broker to deliver on the mutual customer experience is critical. Creating systems and solutions which makes the lives of our “people” easier to deal with an organisation should be the goal Some tools used to ensure that you get the entire organisation to deliver on the intended CX vision, is Journey mapping, market conduct, User Experience (UX), including the voice of the customers, brokers and employees in your designs (processes, products, solutions, recruitment, culture, etc)