Why Planning to Fail Really Means Planning to Win, With Katie Stabler
CX Insider - Customer experience leaders sharing insights and ideas for customer service success
Audio is streamed directly from the publisher (mcdn.podbean.com) as published in their RSS feed. Play Podcasts does not host this file. Rights-holders can request removal through the copyright & takedown page.
Show Notes
Katie Stabler, a customer service recovery specialist, explains why companies should normalise failure and plan to fail in order to succeed. Greg speaks to Katie about the adoption of CX in the not-for-profit sector, and Valentina talks about her unfortunate attempt to return clothes via home pick-up service. Start planning for failure using Katie's 6-step framework which you will find in the episode.
Visit Katie Stabler's LinkedIn profile: https://www.linkedin.com/in/katie-stabler-ccxp/
Buy Katie's book Customer Experience 2: https://www.amazon.co.uk/Customer-Experience-2-Naeem-Arif-ebook/dp/B08CZTJ1YD/ref=sr_1_5?dchild=1&keywords=customer+experience+2+book&qid=1618790356&sr=8-5
02:24 - Introduction of Katie Stabler I 05:08 - Teaching organisations to become customer-centric I 11:51 - Why should not-for-profit organisations focus on customer experience? I 20:57 - Planning to fail I 30:20 - Advice to CX leaders