Ever had all the good 𝗜𝗡𝗧𝗘𝗡𝗧𝗜𝗢𝗡 in the world, but failed to give it the 𝗔𝗧𝗧𝗘𝗡𝗧𝗜𝗢𝗡 it needed?
I remember a commercial from many years ago..for the Partnership for a Drug-Free America.
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Dad tells kid not to do drugs.
Dad finds marijuana under his kids bed.
Dad, very angry, says: “What are you doing??? Where did you see this? Who taught you to do this?
Kid, very defensive, says: “You! I learned it by watching you!”
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GREAT INTENTION: Wanting your kids to avoid drugs.
POOR ATTENTION: Failing to model the behavior.
𝗕𝘂𝘁 𝘁𝗵𝗶𝘀 𝗽𝗼𝘀𝘁 𝗶𝘀 𝗡𝗢𝗧 𝗮𝗯𝗼𝘂𝘁 𝗱𝗿𝘂𝗴𝘀. 𝗜𝘁’𝘀 𝗮𝗯𝗼𝘂𝘁 𝗜𝗡𝗧𝗘𝗡𝗧𝗜𝗢𝗡 𝘃𝘀. 𝗔𝗧𝗧𝗘𝗡𝗧𝗜𝗢𝗡
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When it comes to CX….
INTENTIONS may be all well and good, including Big Hairy Audacious Goals and guide actions and decisions…
ATTENTION provides knowledge, reinforcements, good modeling, that’s REQUIRED to make the INTENTION happen.
And while INTENTION happens in a big meeting, or across a few key discussions, ATTENTION is more about the everyday.
• The big and small decisions that support it…
• The ability to discern competing priorities on a daily basis…
• The back of the house tools that help implement it…
• The customer-facing initiatives that drive it…
• The priorities you give employees…
• The stuff a manager tells their team every week…
𝗛𝗼𝘄 𝗱𝗼 𝘆𝗼𝘂 𝗳𝗼𝘀𝘁𝗲𝗿 𝗯𝗼𝘁𝗵 𝗜𝗡𝗧𝗘𝗡𝗧𝗜𝗢𝗡 𝗔𝗡𝗗 𝗔𝗧𝗧𝗘𝗡𝗧𝗜𝗢𝗡?
🛑Don’t Assume Leaders understand how their role impacts your CX initiatives.
𝗔𝗰𝘁𝗶𝗼𝗻: Ask them to be clear in their communication and demonstrate their commitment to their CX intentions in their DECISIONS and ACTIONS so that there is no misinterpretation.
𝗧𝗿𝘂𝘁𝗵: It’s not enough to show up at the kick-off and then allude to it now and then. CX needs to be part of their everyday vernacular.
🛑Don’t Assume Employees understand where to focus their effort to meet your CX intentions:
𝗔𝗰𝘁𝗶𝗼𝗻: Be abundantly clear about how to focus resources and attention to meet CX intentions. Without it, they may focus on the wrong things or move toward tasks that they’re more comfortable with!
𝗧𝗿𝘂𝘁𝗵: We all have habits and routines and until CX becomes a habit, it won’t likely get done. Education is not a one and done, it’s an ongoing effort to instill the mindsets and behaviors, share customer knowledge and collaborate.
🛑Don’t Assume Mid-level leaders know how to communicate CX intention and attention.
𝗔𝗰𝘁𝗶𝗼𝗻: Provide additional training materials and support to discuss the intention and required attention.
𝗧𝗿𝘂𝘁𝗵: When people aren’t sure how to proceed, they don’t always ask, they just move in the direction that’s most comfortable or intuitive for them.
In summary,
INTENTION is about planning and setting goals for the future…
ATTENTION is about being present and focused on what’s important and happening right now.
INTENTIONS guide your actions and decisions
ATTENTION influences how effectively those intentions are accomplished by tending to the relevant tasks at hand.
You need both‼️ When INTENTION and ATTENTION are combined, you more consistently achieve what your objectives.
Customer experience is a MINDSET that drives growth. If this resonates, let’s talk❗
