Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Customer Experience Collaboration: Interaction Bridges

For an updated version of this presentation: https://www.slideshare.net/clearaction/customer-experience-collaboration-interaction-bridges

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 https://ClearAction.com

  • Be the first to comment

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

×