Bonnie Chatterjee

Builder of teams, mentor to others, life long learner... but mostly mom of two (not so tiny) humans. Head of Customer Experience @ GitHub. Blog:

[Bonnie Chatterjee @barnali_c]

@saya_official12 Mj

[Bonnie Chatterjee @barnali_c]

@shaneparrish @meetxkanakia @wolfejosh I use “get to” often in my everyday life. Makes me feel grateful for simple things such as making my bed.

[Bonnie Chatterjee @barnali_c]

@maggiecrowley Check out @adityabansod. They are doing some amazing stuff at @lumahealthhq!

[Bonnie Chatterjee @barnali_c]

@frandurivage @JamesClear Nice. Good luck with those!

[Bonnie Chatterjee @barnali_c]

I read @JamesClear's Atomic Habits. It was life-altering! Then I decided to see if we can apply his methods to build a more customer centric org. A thread 👇

[Bonnie Chatterjee @barnali_c]

So where are you in the confidence spectrum? Are all your customer signals coming from affirmation, or do you have the ability to interpret the signals coming from your internal accomplishments as well?

Read more: https://t.co/YyCHIrV3Ni

[Bonnie Chatterjee @barnali_c]

Know the difference between confidence gained by affirmation vs. accomplishment? Listening to a podcast between @shaneparrish and @JohnCMaxwell gave me ideas on how to separate signal from noise when it comes to customer feedback. A thread 👇

[Bonnie Chatterjee @barnali_c]

Confidence by accomplishment is gained by focusing on the actions customers are performing, vs. only on their words. I am not saying that survey results and analyst rankings are unimportant - but they're useless until we layer that information with actual behavior of customers.

[Bonnie Chatterjee @barnali_c]

@frandurivage @JamesClear Sounds great! If you send me a link @frandurivage, I will check out your trainings.

[Bonnie Chatterjee @barnali_c]

Law #4: Make is satisfying - Measure the results, celebrate them and share them broadly. Shout them from the rooftops!

Details in my article at https://t.co/X7BFyIhEXF

[Bonnie Chatterjee @barnali_c]

Law #2: Make it attractive - You do this by sharing the insights that the data is telling you. Your peers will care more about the data if they know that it is going to solve some of the problems they are grappling with.

[Bonnie Chatterjee @barnali_c]

Law # 3: Make it easy - Go beyond the insights from the data and give them an action plan. If you tell your LT not only what needs to change, but offer a few recommendations on *how* to change, your advice will be taken seriously.

[Bonnie Chatterjee @barnali_c]

Law #1: Make it obvious - Put those measurements front and center. Create and use customer health scores, publish CX metrics for the leadership teams.

[Bonnie Chatterjee @barnali_c]

I live by these words. I've seen my own discipline become a habit and then second nature.

2020: I grew a daily exercise habit.
2021: I will pour myself into helping others via my blog.

"Discipline is more reliable than motivation."

— @shaneparrish

[Bonnie Chatterjee @barnali_c]

My post discusses three components that make up CX strategy - understanding the problem, measuring the key pieces and democratizing the insights.

Stuck on CX Strategy
https://t.co/ZcwIwQxYr0 via @barnali_c

[Bonnie Chatterjee @barnali_c]

Do you find “strategy” to be a loaded word? Is it confusing sometimes? I have a mini-thread for you.

In essence, a strategy is a set of guiding principles that creates a framework for decision making within a company.

[Bonnie Chatterjee @barnali_c]

If we are clear about why we are doing something (our vision), what we want to achieve (our mission, goals, objectives, etc.), *strategy* tells us the **how**.

On a related note, a CX Strategy will help us achieve our business goals while keeping our customer front and center.

[Bonnie Chatterjee @barnali_c]

I am absolutely judging this box by its cover. It has powers and simply looking at it has lifted my spirits. 😍