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www.ClearActionCX.com
Customer Experience Cooperation
Interaction Bridges for Cross-Organizational Collaboration
Project Managers
Sales Reps
Service Reps
Executives
Any Employee
Perspectives
Values
Goals
Incentives
Styles
© Copyright C...
Everyone is a Chameleon
CONTEXTUAL
SELF
Momentary
Behavior
Source: Dr. Linda V. Berens
TRUE
SELF
Adapt & Grow
DEVELOPED
SE...
Combinations of the True Self
Where we focus our attention when interacting:
Our pace and energy:
Ways we influence others...
Bridging the Interaction Styles
Responding Role
Initiating Role
Directing
Communicator
SOURCE: Dr. Linda V. Berens
• Keep ...
ClearActionCX.com
See the whole presentation in ClearAction Insiders!
© Copyright ClearAction LLC. All rights reserved.
ClearActionCX.com
If You Like These Concepts, Get the Book!
© Copyright ClearAction LLC. All rights reserved.
>30 Tools &
...
ClearActionCX.com
If You Like These Concepts, Get the Book!
5 Keys Explained
>20 Tools &
Techniques
Step-by-Step
Guideline...
ClearActionCX.com
If You Like These Concepts, Get the Book!
4 Keys Explained
10 Templates
Step-by-Step
Guidelines
© Copyri...
ClearAction Consulting Clients
“ClearAction taught us things
that wouldn’t readily cross our
minds and has increased our
e...
OptimizeCX@ClearActionCX.com
tel +1 408 687 9700
Lynn Hunsaker
ClearAction
company/clearaction-llc
+ClearActionCXO
Custome...
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Customer Experience Collaboration: Interaction Bridges

For an updated version of this presentation: https://www.slideshare.net/clearaction/customer-experience-collaboration-interaction-bridges

Keeping commitments to customers can get derailed through internal misunderstandings or messy handoffs. Interaction Bridges is a technique that helps employees collaborate, especially under difficult conditions, to collectively follow-through on customer commitments.

See https://ClearAction.com

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Customer Experience Collaboration: Interaction Bridges

  1. 1. www.ClearActionCX.com Customer Experience Cooperation Interaction Bridges for Cross-Organizational Collaboration
  2. 2. Project Managers Sales Reps Service Reps Executives Any Employee Perspectives Values Goals Incentives Styles © Copyright ClearAction LLC. All rights reserved. Bridges for Engagement in Customer Experience Management
  3. 3. Everyone is a Chameleon CONTEXTUAL SELF Momentary Behavior Source: Dr. Linda V. Berens TRUE SELF Adapt & Grow DEVELOPED SELF © Copyright ClearAction LLC. All rights reserved.
  4. 4. Combinations of the True Self Where we focus our attention when interacting: Our pace and energy: Ways we influence others: Source: Dr. Linda V. Berens directing communicator informing communicator © Copyright ClearAction LLC. All rights reserved.
  5. 5. Bridging the Interaction Styles Responding Role Initiating Role Directing Communicator SOURCE: Dr. Linda V. Berens • Keep the group on track • Deliberate decisions • Define the process focus • Lead the group to the goal • Quick decisions • Results focus • Support the group’s process • Consultative decisions • Understand the process focus Involvement • Facilitate the group’s process • Enthusiastic decisions • Interaction focus Informing Communicator Anticipate Completion Integrate © Copyright ClearAction LLC. All rights reserved.
  6. 6. ClearActionCX.com See the whole presentation in ClearAction Insiders! © Copyright ClearAction LLC. All rights reserved.
  7. 7. ClearActionCX.com If You Like These Concepts, Get the Book! © Copyright ClearAction LLC. All rights reserved. >30 Tools & Techniques Step-by-Step Guidelines
  8. 8. ClearActionCX.com If You Like These Concepts, Get the Book! 5 Keys Explained >20 Tools & Techniques Step-by-Step Guidelines © Copyright ClearAction LLC. All rights reserved.
  9. 9. ClearActionCX.com If You Like These Concepts, Get the Book! 4 Keys Explained 10 Templates Step-by-Step Guidelines © Copyright ClearAction LLC. All rights reserved.
  10. 10. ClearAction Consulting Clients “ClearAction taught us things that wouldn’t readily cross our minds and has increased our efficiency & accuracy in many areas. We highly recommend ClearAction as a business consultant.” © Copyright ClearAction LLC. All rights reserved. Partial List Send us a note: OptimizeCX@ClearActionCX.com
  11. 11. OptimizeCX@ClearActionCX.com tel +1 408 687 9700 Lynn Hunsaker ClearAction company/clearaction-llc +ClearActionCXO CustomerExperienceOptimization

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