CX Pulse Check - November 2024

Experience Action

Tune in to this CX Pulse Check as we uncover the vital role of communication in driving customer experience transformation. Tamsen Webster, founder of the Message Design Institute, sits down with Jeannie Walters to reveal how communication missteps often hinder change, drawing insights from Tamsen’s latest book. Through examples across industries, they highlight proactive messaging strategies that build trust, even amid challenges like credit card fraud, and explore how acknowledging customers’ past interactions can lead to a more connected and resilient experience.
The discussion also covers balancing communication frequency to avoid alert fatigue and illustrates how vague communications, like hidden banking fees, can frustrate customers. Discover how aligning employee and customer experiences—starting with frontline involvement—can make change implementation smoother and align with organizational values. Wrapping up with the power of a customer-centered culture in crisis management, this episode promises actionable insights to elevate your communication strategy in customer experience.
About Tamsen Webster, MA, MBA, Founder at the Message Design Institute:
Part message designer, part English-to-English translator, part magpie, Tamsen Webster helps leaders craft their case for large-scale change. In addition to her work in and for major organizations such as Harvard Medical School, Fidelity Investments, and Klaviyo, she’s a judge and mentor for the Harvard Innovation Labs, a professional advisor at the Martin Trust Center for MIT Entrepreneurship, and has spent over 10 years as the Idea Strategist for one of only nine legacy-level TEDx events in the world. She was named to the Thinkers50 Radar in 2022 and is the author of two books, Find Your Red Thread: Make Your Big Ideas Irresistible and Say What They Can't Unhear: The 9 Principles of Lasting Change. She lives in Boston with her husband, two sons, and two brindle Greyhounds, Hazel and Walnut.
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Articles Mentioned:

• i2c Inc. and PYMNTS Survey Reveals Consumer Expectations for How Banks Respond to Credit Card Fraud (Business Wire)
• How The Vitamin Shoppe builds flexible customer experiences (CX Dive)
• How Businesses Can Cultivate a Customer-Centric Culture During Natural Disasters (socPub)
• Attributes—not skills—determine whether you ‘cut it’ or not (McKinsey & Company)

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Chapters

1. CX Pulse Check - November 2024 (00:00:00)

2. Communication in Customer Experience (00:00:10)

3. Creating a Proactive Customer Experience (00:07:19)

4. Cross-Functional Communication Challenges in Customer Experience (00:12:29)

5. Effective Communication for Change Implementation (00:18:14)

6. Organizational Culture in Crisis Management (00:22:31)

7. Defining Organizational Guiding Principles (00:30:47)

8. Call for Questions and Wrapping Up (00:37:46)