In today’s episode, Jessica Kinghorn, principal consultant at Kinghorn Strategy, shares her wealth of knowledge on how organizations can enhance their customer journeys and create meaningful experiences. With over 20 years of experience in organizational strategy and customer experience, Jessica has a unique perspective on the importance of aligning teams and simplifying processes to better serve customers.

Some key takeaways from the conversation are:

• Understanding Customer Experience: Jessica explains what CX truly means and why it’s essential for organizations of all sizes, from nonprofits to global corporations.
• The Power of Curiosity: Laura and Jessica discuss how curiosity can drive better customer experiences and the importance of asking the right questions.
• Adding by Subtracting: Jessica introduces the concept of simplifying experiences to enhance customer satisfaction. She shares actionable strategies that you can implement within your own teams.
• Real-World Examples: They explore Jessica’s personal experiences with customer service, highlighting both the good and the frustrating, and how these lessons can inform better practices.
• Utilizing the SCAMPER Technique: To further drive innovation and improvement in customer experiences, leaders can introduce creative problem-solving techniques such as SCAMPER. This technique encourages teams to think about how they can enhance their offerings by considering seven different approaches: Substitute, Combine, Adapt, Modify, Put to another use, Eliminate, and Reverse.

Whether you’re in a customer-facing role or working behind the scenes, this episode is packed with insights that can help you elevate your approach to customer experience.

Don’t miss out on the end of the conversation, where Jessica shares a fantastic tool she developed specifically for you to use with your team!

Thank you for tuning in! If you haven’t listened to episode 173, where Laura dives into maintaining an intentional and consistent practice of living and leading with your core values, then go back and check it out!

Resources and links mentioned during this episode:
-Connect with Jessica on LinkedIn.
-Grab the Adding by Subtracting Worksheet here.
-Subscribe to the podcast’s YouTube channel here.
–Laura’s first book – Values First. How Knowing Your Core Beliefs Can Get You the Life and Career You Want – is now available! Grab your copy today!
-Want to work with Laura? Check out her programs and coaching services.
-Grab the Building Team Connection Toolkit here.

Connect with Laura:
-Follow The Catch Group on LinkedIn.
-Follow the show on Instagram @thecatchgroup.
-Enjoying what you hear? Follow and leave a review HERE.

More about Jessica Kinghorn:

Jessica Kinghorn is principal consultant of Kinghorn Strategy, a customer experience, member experience and organizational strategy consultancy. She partners with organizations to develop customer journeys, listening strategies and personalization strategies, launched custom satisfaction metrics and developed and activated CX-focused organizational strategies. Hallmarks of her style – open dialogue, gathering cross-departmental input and clear, actionable outcomes. Jessica has a 20-year career in organizational strategy, customer experience, facilitation, marketing and communication. She has worked in leadership, education and events with global nonprofits and mid-size businesses. Her last in-company role was Head of Global Marketing and Member Experience for YPO where she led member experience, global communication and marketing, PR and social media, and diversity and inclusion.