For an updated version of this presentation: https://www.slideshare.net/clearaction/customer-experience-collaboration-interaction-bridges Keeping commitments to customers can get derailed through internal misunderstandings or messy handoffs. Interaction Bridges is a technique that helps employees collaborate, especially under difficult conditions, to collectively follow-through on customer commitments. See https://ClearAction.com

1. www.ClearActionCX.com
Customer Experience Cooperation
Interaction Bridges for Cross-Organizational Collaboration

2. Project Managers
Sales Reps
Service Reps
Executives
Any Employee
Perspectives
Values
Goals
Incentives
Styles
© Copyright ClearAction LLC. All rights reserved.
Bridges for Engagement in Customer Experience Management

3. Everyone is a Chameleon
CONTEXTUAL
SELF
Momentary
Behavior
Source: Dr. Linda V. Berens
TRUE
SELF
Adapt & Grow
DEVELOPED
SELF
© Copyright ClearAction LLC. All rights reserved.

4. Combinations of the True Self
Where we focus our attention when interacting:
Our pace and energy:
Ways we influence others:
Source: Dr. Linda V. Berens
directing
communicator
informing
communicator
© Copyright ClearAction LLC. All rights reserved.

5. Bridging the Interaction Styles
Responding Role
Initiating Role
Directing
Communicator
SOURCE: Dr. Linda V. Berens
• Keep the group on track
• Deliberate decisions
• Define the process focus
• Lead the group to the goal
• Quick decisions
• Results focus
• Support the group’s process
• Consultative decisions
• Understand the process focus
Involvement
• Facilitate the group’s process
• Enthusiastic decisions
• Interaction focus
Informing
Communicator
Anticipate
Completion
Integrate
© Copyright ClearAction LLC. All rights reserved.

6. ClearActionCX.com
See the whole presentation in ClearAction Insiders!
© Copyright ClearAction LLC. All rights reserved.

7. ClearActionCX.com
If You Like These Concepts, Get the Book!
© Copyright ClearAction LLC. All rights reserved.
>30 Tools &
Techniques
Step-by-Step
Guidelines

8. ClearActionCX.com
If You Like These Concepts, Get the Book!
5 Keys Explained
>20 Tools &
Techniques
Step-by-Step
Guidelines
© Copyright ClearAction LLC. All rights reserved.

9. ClearActionCX.com
If You Like These Concepts, Get the Book!
4 Keys Explained
10 Templates
Step-by-Step
Guidelines
© Copyright ClearAction LLC. All rights reserved.

10. ClearAction Consulting Clients
“ClearAction taught us things
that wouldn’t readily cross our
minds and has increased our
efficiency & accuracy in many
areas. We highly recommend
ClearAction as a business
consultant.”
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11. OptimizeCX@ClearActionCX.com
tel +1 408 687 9700
Lynn Hunsaker
ClearAction
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+ClearActionCXO
CustomerExperienceOptimization