What Happens in Vagueness Stays in Vagueness


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Do your employees know what’s expected of them, in general? And when it comes to delivering a great customer experience?

I wish I could say that I made up this saying, but I didn’t. When I saw it, I thought it was pretty clever. And fitting.

What happens in vagueness stays in vagueness.

Vagueness is the enemy. It’s the antithesis of everything we teach and preach about what’s required to deliver a great customer experience – and a great employee experience.

Vagueness is the absence of clarity. And clarity is required for employees to know what is expected of them, both in their roles within the company and how what they do contributes and relates to the customer experience.

What does that mean? How can we ensure that our employees don’t work in a culture of ambiguity? It means that communication is your most important tool, but you need to be sure to communicate the right things! You must provide clarity of:

  • Purpose
  • Vision
  • Values
  • Brand promise
  • Goals
  • Expectations

With clarity, we can ensure that everyone is on the same page.

With clarity comes direction, and your employees will never doubt what it means to do the right thing, either for co-workers or for customers.

With clarity, employees understand how and why their contributions matter. Their work becomes meaningful and relevant.

With clarity, it’s easy to focus; more specifically, it’s easy to focus on what’s important.

With clarity, we understand what success looks like.

Clarity lays the foundation for your employees to deliver a great customer experience. Clarity leads to consistency. Consistency leads to trust. And trust is that two-way street between you and your customers that helps to build those long-term relationships.

There is extraordinary power in a group connected to a common vision. -Joe Jaworski

Republished with author's permission from original post.

Annette Franz
Annette Franz is founder and Chief Experience Officer of CX Journey Inc. She is an internationally recognized customer experience thought leader, coach, consultant, and speaker. She has 25+ years of experience in helping companies understand their employees and customers in order to identify what makes for a great experience and what drives retention, satisfaction, and engagement. She's sharing this knowledge and experience in her first book, Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business).


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