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Shari Altergott has over 18 years of experience helping clients improve their Customers\u2019 experience by implementing strategies that focus on people, product, process and feedback. During her career she has held several positions within Marketing, Business Development and Executive Leadership. She currently serves as the Chief Experience Officer at The CX Edge, a company that was created to serve the B2B community by developing and executing customer experience strategies that focus on client\u2019s primary business objectives of increasing profitability by retaining and acquiring new business.\n\nLEADERSHIP INSIGHTS\n\n- A wholistic customer experience model is made up of four aspects: 1. People 2. Product 3. Process 4. Feedback\n- People: Hire on culture/fit rather than technical skills alone. Train your people in that culture/expectation. Engage you employees so that their emotional investment in your business so that they will always to right by the company and customer.\n- Product: Make sure you\u2019re offering what the customer wants/needs.\n- Process: Is it easy for your customers to do what they need to do? Is it easy for your employees to do what they need to do?\n- Feedback: Feedback is the source for you to know who/where to improve.\n- If you get the people (employee) part right, you will get the customer part right. But this does not work in reverse.\n- People tend to be the most resistant to the process piece. When introducing a new process, educate everyone in the organization about the process, why you\u2019re doing it, why it matters to them, and what the outcome should be. \n- To begin your look at your customer experience and organizational health, start by looking internally to see what you are doing right and what you need to improve on.\n- Stop thinking of leadership as a position and more as an opportunity that anyone has.\n\nQUESTIONS TO INSPIRE US TO ACTION\n\n- What is some lesson, saying, or experience that continues to influence your leadership to this day? From an early mentor (When someone needs to change in a relationship): The other person is never going to be any better, but you have the ability to be better. If you want to be a leader and achieve your goals, you have to be flexible and adjust your style to individuals who are unwilling to change.\n- Use three descriptors to finish this sentence: \u201cA leader is\u2026\u201d Empathetic, authentic, and honest.\n- What is a question that leaders should be asking either themselves or others? What can I do to help bring others up with me?\n- What book would you recommend to leaders? Servant Leadership by Bob Chapman.\n- If you could get every listener to start doing something THIS week to help them be a better leader, what would it be? Get out there! Network and meet more people. This will help you be a better leader and better person.\n- As a general life principle, is it better to ask \u201cwhy?\u201d or \u201cwhy not?\u201d \u201cWhy not?\u201d This keeps us from putting up barriers. We can achieve more by asking \u201cwhy not?\u201d\n\nWebsite:\nhttps://cx-edge.com/\n\nContact:\nsaltergott@cx-edge.com\n\nFind Shari and the CX Edge on social media:\nTwitter: https://twitter.com/thecxedge (@thecxedge)\nInstagram: https://www.instagram.com/thecxedge/ (@thecxedge)\nFacebook: https://www.facebook.com/CXEdge/ (@cxedge)\nLinkedIn: linkedin.com/company/the-cx-edge