Customer Experience Collaboration: Interaction Bridges

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Keeping commitments to customers can get derailed through internal misunderstandings or messy handoffs. Interaction Bridges is a technique that helps employees collaborate, especially under difficult conditions, to collectively follow-through on customer commitments.

See http://ClearActionCX.com

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Customer Experience Collaboration: Interaction Bridges

  1. 1. www.ClearActionCX.com Customer Experience Cooperation Interaction Bridges for Cross-Organizational Collaboration
  2. 2. Project Managers Sales Reps Service Reps Executives Any Employee Perspectives Values Goals Incentives Styles © Copyright ClearAction LLC. All rights reserved. Bridges for Engagement in Customer Experience Management
  3. 3. Everyone is a Chameleon CONTEXTUAL SELF Momentary Behavior Source: Dr. Linda V. Berens TRUE SELF Adapt & Grow DEVELOPED SELF © Copyright ClearAction LLC. All rights reserved.
  4. 4. Combinations of the True Self Where we focus our attention when interacting: Our pace and energy: Ways we influence others: Source: Dr. Linda V. Berens directing communicator informing communicator © Copyright ClearAction LLC. All rights reserved.
  5. 5. Bridging the Interaction Styles Responding Role Initiating Role Directing Communicator SOURCE: Dr. Linda V. Berens • Keep the group on track • Deliberate decisions • Define the process focus • Lead the group to the goal • Quick decisions • Results focus • Support the group’s process • Consultative decisions • Understand the process focus Involvement • Facilitate the group’s process • Enthusiastic decisions • Interaction focus Informing Communicator Anticipate Completion Integrate © Copyright ClearAction LLC. All rights reserved.
  6. 6. ClearActionCX.com See the whole presentation in ClearAction Insiders! © Copyright ClearAction LLC. All rights reserved.
  7. 7. ClearActionCX.com If You Like These Concepts, Get the Book! © Copyright ClearAction LLC. All rights reserved. >30 Tools & Techniques Step-by-Step Guidelines
  8. 8. ClearActionCX.com If You Like These Concepts, Get the Book! 5 Keys Explained >20 Tools & Techniques Step-by-Step Guidelines © Copyright ClearAction LLC. All rights reserved.
  9. 9. ClearActionCX.com If You Like These Concepts, Get the Book! 4 Keys Explained 10 Templates Step-by-Step Guidelines © Copyright ClearAction LLC. All rights reserved.
  10. 10. ClearAction Consulting Clients “ClearAction taught us things that wouldn’t readily cross our minds and has increased our efficiency & accuracy in many areas. We highly recommend ClearAction as a business consultant.” © Copyright ClearAction LLC. All rights reserved. Partial List Send us a note: OptimizeCX@ClearActionCX.com
  11. 11. OptimizeCX@ClearActionCX.com tel +1 408 687 9700 Lynn Hunsaker ClearAction company/clearaction-llc +ClearActionCXO CustomerExperienceOptimization

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