"In reality, most companies fail to get the basics right."
We love to overcomplicate things, don't we?
Whether you're in marketing, sales, customer service or a customer experience, it's an easy trap to fall in to.
Katie Stabler gives us a needed reminder to get the fundamentals right before creating "big, sexy, epic experiences that will be like nothing a customer has experienced before."
Katie is the talented founder of CX by Design and current Customer Experience Director at Creative Entrepreneurs.
She was recently voted in the top 50 CX influencers!
Here's the LinkedIn post:
We were lucky enough to interview Katie last week.
In only 450 words, she shares:
I always try to kick-start the day with a workout no matter what (I'm currently using the FIIT programme, it's great for lockdown motivation), then Monday to Thursday I dedicate to my ongoing clients. I'm very fortunate that my clients and myself can work remotely/flexibly and so my weeks tend to be prioritised around what needs attention at the time.
Fridays I set aside for what I consider 'business development', so social media strategy planning, ongoing tenders, interviews, networking, article writing...lots of fun stuff! And just as I start my day with a workout, I bookend it with a dog walk.
I try to keep the weekends free for 'down-time' but being an entrepreneur and the founder of a business, that's easier said than done—but I'd have it no other way!
Oh so many things, but I'll try I'll share my top three:
1. You do not know it all, but you're not expected to. In almost every role I have ever embarked upon I wanted to show that I knew it all, that I could do it all and I'd feel 'imposterish' at the thought of not being a complete subject matter expert. What I have experienced however is that your team fill any gaps you have and if you don't know it, you go and learn it. There isn't a weakness in growth.
2. It's the basics that make the difference: As a customer experience professional in the youth of a career path it's easy to fall into the trap of wanting to create big, sexy, epic experiences that will be like nothing a customer has experienced – ever! But in reality, most companies fail to get the basics right (Inexcusable call wait times, rubbish chatbots and poorly designed websites are just a few), it's the core customer journey that customers care about. Get the basics right before you go any further.
3. There is not enough time – so time block: As an entrepreneur 9-5 does not exist and in my first 6 months I was overwhelmed with everything I needed to do and the inability to peel myself away from my desk. But this is good for no one, so time block and stick to it.
That the grass is not greener and the sooner you know what's truly important to you in your working life, the better. Figure out what drives you, what spurs your passion, what environment gets the best from you and aim for that.
Keep on doing exactly what you are doing. When doubt creeps in – know that you CAN!
I've always liked being on a stage, sadly not in a theatrical capacity, but delivering key-notes (and speaking in Westminister!), but like most I still find the killer nerves embracing me. This book was amazing to move past those nerves and rock a room.
Be confident, skill-up, work hard towards what you want and go out and get it – don't wait for it to come to you and don't be afraid of failure, that's what makes it all worth it in the end.