Marc Haine and a co-speaker explain how support and customer teams shift from ego-driven to service-oriented thinking. They argue this requires moving from inside-out to outside-in perspective, then backing it up: listen to colleagues and customers, observe systematically, and connect what you find to measurable outcomes like CSAT scores or churn.
So, how do we remove this ego from the process so that we are able to then look at the challenge in a light that we can put on this that we're here to serve? And here's some really good feedback.
Yeah, it's the inside-out view, isn't it? And really, we need to be looking outside in. And I think it takes resilience for support teams, for customer experience teams, for business leaders And so, what does that resilience look like? I think part of it is built by standing in line and just listening to the people around you. And I think also doing the observations, whatever form that takes, enough so that you can begin to correlate— again, there's that word— correlate certain things you are noticing, data points you have, with the outcome of that customer experience, which will be a negative CSAT return or a customer leaving your business and never coming back.
