Ash Rhodes - "How to Get Out of Our Own Way to Create Customer and Company Success"
Ash Rhodes, Business Consultant in Customer Experience at Ash Rhodes Consulting, shares how contact centers can break free from the “cost center” mindset. He dives into strategies highlighting the invaluable customer data gathered during service interactions. Ash reveals how internal advocacy reshapes a team’s influence. Finally, he explains how to speak the language of stakeholders to gain a permanent seat at the executive table.
WOW-24-7
Contact Centers
What’s Inside [1:21] Introduction to Ash Rhodes [23:25] Full Podcast Episode [03:30] Full Episode Highlights [6:20] Becoming an Advocate for CX as a Growth Engine to Redefine Value [6:31] Translating Customer Insights into Business Strategy [2:12] Navigating Internal Politics Inside the Company Through Trust and Transparency [2:56] Customer-Obsessed Culture: Involving CX in Every Department [2:02] Sell Your Value: Position Customer Experience and Success as Business Drivers [0:52] Short – Becoming an Advocate for CX as a Growth Engine to Redefine Value [0:54] Short - Translating Customer Insights into Business Strategy
Full Episode “When we talk about customer success, there’s so much more to it. We must demonstrate our value and our raison d'être—our reason for existing—to the rest of the organization and beyond, and that is where we get in our own way. - ASH RHODES
(00:00) Full Episode Highlights (3:30 Video) Full Episode Highlights
(06:20) Becoming an Advocate for CX as a Growth Engine to Redefine Value “We've all had to go and meet the customer where they live. We've had to speak their language. If you're not speaking their language, you're failing.” - ASH RHODES
(06:31) Translating Customer Insights into Business Strategy “We've gathered all this data and information from customers, and we understand the needs of upper management. When we talk about getting out of our own way, it's about translating customer insights to leadership. We must avoid becoming a communication barrier—sometimes, that means simply letting the data flow. If we're just sitting on it, that's not helpful.” - ASH RHODES
(02:12) Navigating Internal Politics Inside the Company Through Trust and Transparency “Always be transparent about your mistakes and how you plan to fix them in the future. Otherwise, avoid engaging in backstabbing or similar games, and you'll come across as a stand-up person— which is exactly where you want to be..” - ASH RHODES
(02:56) Customer-Obsessed Culture: Involving CX in Every Department “If they haven’t relied on you in the past, then you must give them a reason to. Nobody is just going to come to you automatically. They’re not going to throw it in your lap and say, “Yeah, this is the exact data I need, and I think you have it.” You have to seek it out and earn that trust.” - ASH RHODES
(02:02) Sell Your Value: Position Customer Experience and Success as Business Drivers “We must always stay focused on ensuring that our customers are communicated with effectively, remain happy, and have all the information they need. While this ties into the sales aspect, our primary responsibility is to fully care for our customers, regardless of our role or level.” - ASH RHODES
YOUTUBE SHORT: Becoming an Advocate for CX as a Growth Engine to Redefine Value “We've all had to go and meet the customer where they live. We've had to speak their language. If you're not speaking their language, you're failing.” - ASH RHODES
“We've gathered all this data and information from customers, and we understand the needs of upper management. When we talk about getting out of our own way, it's about translating customer insights to leadership. We must avoid becoming a communication barrier—sometimes, that means simply letting the data flow. If we're just sitting on it, that's not helpful.” - ASH RHODES YOUTUBE SHORT: Translating Customer Insights into Business Strategy
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