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Customer Experience Power Maps: understanding what your employees really think of the Customer Experience
Posted by Steven Walden
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One of the most difficult issues to get to grips with in Customer Experience is employee culture. Yet without gaining an understanding of where the blockages are in your organisation towards customer centricity your initiatives could end before they even begin. So how do you get to know, who believes in what? One way is to ask employees directly, but there is always the risk that in order not to feel that they are ‘being difficult’ they will say one thing but do another.
In a test piece of research, Beyond Philosophy undertook an analysis to see whether corporate perspectives on the Customer Experience could be teased out to see which employee cohort had similar beliefs to each other and which were separated from the group.
To do this we used specialist techniques from psychology that deep-dive into the subjective perspectives of the individual. This is very important in an employee context as the CEO clearly has a much stronger pull on decision-making than say a marketing executive.
To execute our research we used a technique from psychology called Q-Methodology. Here we asked employees to order by importance 29 experience ideas developed by the board. Clearly the board had their own ideas of what they wanted to do, but they wanted to test whether this was consistent with broader employee views.
Read the entire Steven Walden article
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