What do you do if senior executives are not receptive to your customer experience ideas?

You have a passion for customer experience (CX) and you want to share your ideas with senior executives. But what if they are not receptive or interested in your suggestions? How do you persuade them to see the value of CX and support your initiatives? In this article, you will learn some tips and strategies to communicate effectively with senior executives and overcome their objections or indifference.

1 Know your audience

Before you present your CX ideas, you need to understand your audience. What are their goals, challenges, and priorities? How do they measure success and make decisions? What are their pain points and concerns? By knowing your audience, you can tailor your message to align with their interests and needs. You can also anticipate their questions and objections and prepare your responses accordingly.

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Tania Elizabeth Fernandez Corvera

Founder at MomWorksMx | Project Management | Customer Success Specialist | Empowering Women in the Workplace | Expertise in Career Placement | Skilled Negotiator | Pro Digital Proficiency
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Conocer a tu audiencia implica comprender sus necesidades, intereses y preferencias. Realiza investigaciones de mercado, recopila datos demográficos y analiza el comportamiento del cliente para obtener una comprensión profunda de quiénes son tus clientes y qué los motiva. Utiliza esta información para personalizar tus mensajes y estrategias de marketing, lo que te ayudará a conectarte de manera más efectiva con tu audiencia y a ofrecerles experiencias más relevantes y significativas.

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2 Use data and stories

One of the best ways to convince senior executives of your CX ideas is to use data and stories. Data can show the impact of CX on key metrics such as revenue, retention, loyalty, and satisfaction. Stories can illustrate the benefits of CX for customers and employees, as well as the risks of ignoring CX. Data and stories can complement each other and create a compelling narrative that appeals to both logic and emotion.

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Júlio Wehba Bruna

Fundador na Web.a Assessoria em Análises de Dados | Optimizing Strategies Targeting Customer Satisfaction
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"Contra fatos não há argumentos". Essa é a principal arma de na argumentação que qualquer um pode usar, e dados mostram apenas fatos. Utilizando do pensamento critico de maneira correta, é possível contar histórias com os dados disponíveis e fundamentar as propostas de melhoria sem abrir espaço para elas serem refutadas. Assim, executivos que não forem receptivos a uma proposta fundamentada por dados e análises estarão tomando decisões e enviesadas.

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Tania Elizabeth Fernandez Corvera

Founder at MomWorksMx | Project Management | Customer Success Specialist | Empowering Women in the Workplace | Expertise in Career Placement | Skilled Negotiator | Pro Digital Proficiency
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Utiliza datos y historias para cautivar a tu audiencia y respaldar tus mensajes. Los datos proporcionan evidencia objetiva y credibilidad, mientras que las historias generan empatía y conexión emocional. Combina cifras y estadísticas con narrativas cautivadoras para ilustrar tus puntos y hacer que la información sea más memorable y convincente. Esto te ayudará a involucrar a tu audiencia de manera más efectiva y a transmitir mensajes complejos de manera accesible y convincente.

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3 Focus on the value proposition

Another important tip is to focus on the value proposition of your CX ideas. How will your ideas help the organization achieve its goals and solve its problems? How will your ideas create value for customers and differentiate the brand from competitors? How will your ideas generate a positive return on investment and reduce costs? By highlighting the value proposition, you can show senior executives how your ideas are relevant and beneficial for the business.

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Tania Elizabeth Fernandez Corvera

Founder at MomWorksMx | Project Management | Customer Success Specialist | Empowering Women in the Workplace | Expertise in Career Placement | Skilled Negotiator | Pro Digital Proficiency
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Centra tu atención en comunicar claramente la propuesta de valor de tu producto o servicio. Destaca los beneficios únicos y las soluciones que ofrece tu oferta, haciendo hincapié en cómo satisfacerá las necesidades y resolverá los problemas de tu audiencia. Presenta argumentos convincentes sobre por qué tu producto o servicio es superior a otras opciones disponibles en el mercado. Al resaltar la propuesta de valor de manera clara y convincente, podrás captar el interés de tu audiencia y persuadirla de que tu oferta es la mejor opción para ellos.

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4 Seek feedback and collaboration

One of the common mistakes that CX professionals make is to present their ideas as final and fixed solutions. This can create resistance and defensiveness from senior executives who may feel excluded or challenged. Instead, you should seek feedback and collaboration from senior executives and involve them in the CX process. You can ask for their opinions, suggestions, and concerns and incorporate them into your ideas. You can also invite them to participate in CX activities such as customer interviews, journey mapping, or testing. By seeking feedback and collaboration, you can build trust and rapport with senior executives and make them feel valued and engaged.

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Tania Elizabeth Fernandez Corvera

Founder at MomWorksMx | Project Management | Customer Success Specialist | Empowering Women in the Workplace | Expertise in Career Placement | Skilled Negotiator | Pro Digital Proficiency
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Buscar retroalimentación y colaboración es fundamental para mejorar la experiencia del cliente y desarrollar relaciones sólidas. Solicita comentarios de los clientes para comprender sus necesidades y expectativas, y trabaja en conjunto con otros departamentos y equipos para implementar mejoras. Fomenta un ambiente de colaboración donde todas las partes interesadas puedan compartir ideas y trabajar juntas para encontrar soluciones innovadoras. La retroalimentación y la colaboración ayudarán a impulsar la innovación y a garantizar que tus esfuerzos estén alineados con las necesidades y deseos de tus clientes.

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5 Be persistent and patient

Finally, you should be persistent and patient when presenting your CX ideas to senior executives. You may not get their approval or support right away. You may face rejection, criticism, or indifference. You may have to deal with competing agendas, limited resources, or organizational inertia. But don't give up or get discouraged. Keep trying to communicate your CX ideas and demonstrate their value. Keep looking for opportunities to influence and educate senior executives. Keep showing your passion and commitment for CX. Eventually, you will be able to win them over and make a difference.

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Tania Elizabeth Fernandez Corvera

Founder at MomWorksMx | Project Management | Customer Success Specialist | Empowering Women in the Workplace | Expertise in Career Placement | Skilled Negotiator | Pro Digital Proficiency
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La persistencia y la paciencia son clave cuando se trata de implementar cambios en la experiencia del cliente. Continúa impulsando tus ideas y propuestas incluso si encuentras resistencia inicial. Mantén una actitud positiva y perseverante, y sigue comunicando los beneficios y el valor de tus iniciativas. Reconoce que el cambio puede llevar tiempo y esfuerzo, y mantén una mentalidad abierta para adaptarte según sea necesario. Con el tiempo y la dedicación, podrás superar obstáculos y lograr avances significativos en la mejora de la experiencia del cliente.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What do you do if senior executives are not receptive to your customer experience ideas?

1

2

3

4

5

6

1 Know your audience

2 Use data and stories

3 Focus on the value proposition

4 Seek feedback and collaboration

5 Be persistent and patient

6 Here’s what else to consider

Customer Experience

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What do you do if senior executives are not receptive to your customer experience ideas?

1

2

3

4

5

6

1 Know your audience

2 Use data and stories

3 Focus on the value proposition

4 Seek feedback and collaboration

5 Be persistent and patient

6 Here’s what else to consider

Customer Experience

Rate this article

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