Share
Alessandro Bogliari, CEO and Co-Founder of The Influencer Marketing Factory, a global influencer marketing agency, talks with great guests about influencer marketing, social media, the creator economy, social commerce and much more.
…
continue reading
Manage episode 514906893 series 3424323
Content provided by Jeannie Walters, CCXP, Jeannie Walters, and CCXP. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Jeannie Walters, CCXP, Jeannie Walters, and CCXP or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://staging.podcastplayer.com/legal.
In this episode, we explore one of the toughest CX challenges: balancing company policies with the flexibility needed to deliver exceptional experiences.
Policies should guide and protect, not block great service. We share how to design rules that empower teams, use exceptions as insights for improvement, and align every decision with your customer experience mission. Plus, we discuss how rethinking outdated policies — like libraries eliminating overdue fines — can strengthen trust and deepen customer relationships.
Tune in to learn how to turn rigid rules into opportunities for better customer experiences — and don’t forget to register for our upcoming webinar, From Assessment to Action: Building Your CX Roadmap, on November 4th via bit.ly/CXAction.
Resources Mentioned:
Experience Investigators Website -- https://experienceinvestigators.com
Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)
Chapters
1. Webinar Invitation: From Assessment To Action (00:00:00)
2. Framing The Core CX Question (00:00:27)
3. Why CX Mission Beats Ad-Hoc Judgment (00:01:41)
4. Policies As Principles With Guardrails (00:02:28)
5. Return Policy Example And Loyalty (00:03:16)
6. Clarify Intent And Challenge Bad Rules (00:04:17)
7. Align Risk, Regulation, And Humanity (00:05:30)
8. Empowerment, Decision Trees, And Exceptions (00:06:46)
9. Fairness, Consistency, And Culture Shifts (00:08:15)
10. Libraries Ditch Fines: Mission Over Myths (00:10:38)
11. Policies As Guardrails: Final Takeaways (00:11:38)
12. Resources And How To Ask Questions (00:12:13)
144 episodes
))
