Support to Cx

Transcript

1. Support to CX Building Your Career in Customer Experience
2. "Don't become a web designer, your job will be obsolete in 10 years."
3. ...so, I became a web designer.
4. I discovered no one was looking after the customer experience.
5. “As we move through each stage of the customer journey, we’re exposed to countless customer touchpoints that ultimately make up our overall experience with that company. Today, we call the sum of these touchpoints and interactions the customer experience, or CX.” What is Customer Experience?
6. So, how do you become a Director of Customer Experience? I’ll tell you what I did.
7. Be the Smartest Person in the Room ….seriously.
8. Read All the Things!
9. Get a Leadership (C-Level) Sponsor Look for the most customer centric management leader in your company. Ask them to help you push this initiative and then ask for advice on how to get this done. They’ll know your management team well and they’ll also be invested in your customers.
10. Can’t find that person? Can’t find a customer centric C-Level champion? Look at HR. At the cornerstone of any great CX are engaged, helpful and happy employees. Start there and build your Cx journey around employees by leveraging your HR person.
11. Get the buy in! - Prove ROI (Return on Investment) Customer Experience determines business success (or failure). If companies can’t satisfy and retain their customers, they’re throwing money down the drain. Plus, they’re damaging their brand reputation, which could be costing them more business that they don’t even know about.
12. C-Level execs believed 49% of customers would switch to a competitor following a poor experience, but 89% of customers already had. 49% 89% Source: Oracle, Global Insights on Succeeding in the Customer Experience Era
13. Voice of the Customer Dashboard
14. Go Rogue. Do it Anyway. Changing CX can start with you and your team. Start with small changes where you can make them, like measuring the customer experience in your corner of the world in support or success. Create a dashboard that you can share with the rest of the company and suggest that they follow suit. Start where you can and expand.
15. Step 1: Create a customer journey diagram by mapping out each step of your customer lifecycle. Step 2: Identify critical touch points where feedback can be easily be gathered such as post sales and when closing a support case and launch your survey. Step 3: Define exactly when & how action should be taken based on survey results. Step 4: Create a “Voice of the Customer” dashboard to provide visibility into feedback and prove ROI. Start Your Own Cx Program
16. Ask for the position and own it. There is no one in your company that knows customers more than you or spends as much time talking to customers than you do. You got this and now you just need to own it.
17. Besides, remember that the data is on your side. 89% 89% of CEOs surveyed plan on competing largely on customer experience in 2017 85% of Customer Service execs believe customer experience is a key competitive differentiator 85% 89% 89% of CEOs surveyed plan on competing largely on customer experience in 2017 85% of Customer Service execs believe customer experience is a key competitive differentiator 85% 82% of buyers now say that customer experience directly influences brand loyalty 82%
18. Become the Cx Leader Your Company Needs. 1. Be the smartest person in the room, if you’re not - fake it. 2. Get a leadership sponsor to be your champion 3. Get the buy in! Prove ROI to your C-Level team by creating voice of the customer dashboards that show the value. 4. Go Rogue. Do it anyway. 5. Ask for the job, you’ve earned it. The data is on your side!
19. And when all else fails, do as any Golden Girl would do… Don’t pass up an opportunity to be fabulous. Be confident. Speak your mind. Eat cheesecake.