In this week's CX Passport, "The One With Connective Core Communication", Melissa Bardsley talks about what actually holds a customer experience together. Spoiler: it's not the poster on the wall.

Most companies have a version of the same mission statement. World class. Above and beyond. Customer first.

Yaaaaaaaaaaaawwwwwwwwwwnnnnnn. AI slop before AI slop was (un)cool.

The words sound right. They get printed on badges and painted on walls and dropped into all-hands decks.

Then the customer experience still falls short.

Melissa's diagnosis is simple. The words aren't the problem. The definition is.

Twenty people. Twenty definitions. Zero shared language. And you're surprised the experience isn't consistent?

A break before we continue...

Some of you know me from CX Passport. Some of you may not know there’s another storytelling world in my life.

That world recently turned into a book co-authored with my wife, Clancy.

📖 Our book is here! The Loud Quiet – Love, Laughter and Life in the Empty Nest.

It's an engaging, heartfelt, and humorous book that explores the transition from parenting to the next stage of life.

Get your copy here: https://amzn.to/4rpo7rA​

Now back to the newsletter...

The fix isn't a new mission statement. It's doing the harder work of defining what those words actually mean for your organization. Then hiring to it. Training to it. Building your metrics around it. Weaving it into every conversation until it becomes the language your team speaks without thinking.

That's the connective core communication this episode is built around. Not a soft skill. It's the infrastructure.

And it shows up everywhere in this episode. In how you hire for curiosity over credentials. In how you approach difficult conversations as a leader. In how you use metrics to coach rather than punish. In how you walk a team through change without leaving people behind.

Communication isn't the topic. It's the thread.

Put those tray tables up and buckle those seat belts. Let's go!

-Rick

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What’s on tap this week?…

Host - Rick Denton Rick believes the best meals are served outside and require a passport

The One With Connective Core Communication - Melissa Bardsley E260 Listen on any Pod app

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