#27 | DCX - Perspectives and insights on digital customer experience
Navigating the World of CX: A Beginner's Guide; Managing Customer Expectations in the Digital Age; Links to Industry news, ideas, insights, and the DCX Thought Leader Linkedin Profile of the week
Navigating the World of CX: A Beginner's Guide
As a customer experience (CX) manager, you oversee the design and delivery of a positive CX for your company's customers. This may involve defining and implementing CX strategies and initiatives, gathering and analyzing customer feedback, identifying opportunities for improvement, and working with cross-functional teams to drive CX efforts.
As a new CX manager, you may have many questions about your role and responsibilities and your organization's CX strategy and initiatives. Here I'll explore some critical questions to ask, the importance of customer feedback, and the metrics and KPIs used to measure performance. I'll also look at the processes and tools used to gather customer feedback and the opportunities for professional development and growth in the field of CX.
Understanding Your Role
The first step in navigating the world of CX is understanding your role and responsibilities within the company. To do this, it's essential to understand the company's overall mission and vision and how CX fits into this.
Ask yourself: What are the company's CX goals and objectives, and how are they aligned with the overall business strategy?
It's also essential to understand the current state of the company's CX and the critical areas for improvement.
Ask yourself: What is the current state of the company's CX, and what are the critical areas for improvement?
Next, it's essential to understand the key stakeholders and decision-makers in the CX process and how you can work effectively with them. It's also important to understand what resources (e.g., budget, personnel, technology) are available to support CX initiatives.
Gathering and Analyzing Customer Feedback
Gathering and analyzing customer feedback is a crucial part of the CX process. You should be familiar with the processes and tools used to collect customer feedback and use data analytics to identify trends and opportunities for improvement.
Some processes and tools used to gather customer feedback include customer surveys, focus groups, customer feedback forms, and customer interviews. In addition, data analytics tools can identify trends and patterns in customer feedback and uncover insights that can help inform CX improvements.
Tracking Performance
It's also essential to track and measure the performance of your CX initiatives using relevant metrics and KPIs. This will allow you to identify areas where CX is strong and where it may need improvement and make data-driven decisions to drive positive outcomes.
Some metrics and KPIs used to measure CX performance include customer satisfaction, retention rate, net promoter score, customer effort score, and customer lifetime value. These metrics can be used to track customer loyalty and engagement and measure CX initiatives' effectiveness.
Opportunities for Professional Development
Finally, it's important to stay up to date on industry best practices and stay connected with others in the CX field. This will help you stay informed about new developments and trends and allow you to learn from others and share your insights and experiences.
You can stay connected with the CX community by attending conferences and workshops, joining professional networks and associations, and following industry experts on social media. You can also take advantage of online learning platforms like Coursera and Udemy to expand your skills and knowledge in CX.
Additional DCX Links:
5 Skills You Need to Land a Job in CX
10 Principles to Run a Kick-Ass CX Team
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Managing Customer Expectations in the Digital Age
As a customer experience leader, I know firsthand the importance of managing customer expectations in the digital age. With the rise of e-commerce and digital communication channels, customers are increasingly expecting to interact with companies online. It's up to us, as CX leaders, to ensure that these interactions meet their expectations.
Here are a few strategies I've found helpful in managing customer expectations through digital-first experiences:
Communicate information about products and services: Ensure your website and other digital channels provide clear, consistent, concise information about your products or services. This includes pricing, availability, and special offers or promotions.
Use chatbots or live chat to provide immediate customer support: Customers expect quick and convenient responses to their questions or concerns. Using chatbots or live chat can help you provide direct customer support, improving their overall experience.
Implement self-service options: Many customers prefer to solve their problems or find answers to their questions without having to contact customer support. You can help meet customer expectations and reduce the burden on your customer support team by offering self-service options such as FAQs or knowledge bases.
Monitor and respond to customer feedback: Regularly monitoring and responding to it in a timely and meaningful way can help you identify areas for improvement in the customer experience. This can help you manage customer expectations and deliver a better overall experience.
Understanding the importance of digital-first experiences in managing customer expectations can help ensure that your customers have a great experience with your company.
Etc.
Links to Industry news, ideas, insights, and the DCX Thought Leader Linkedin Profile of the week
DoNotPay is launching an AI chatbot that can negotiate your bills - The Verge
DoNotPay is launching a new AI-powered chatbot that can help you negotiate bills and cancel subscriptions without having to deal with customer service. In a demo of the tool posted by DoNotPay CEO Joshua Browder, the chatbot gets a discount on a Comcast internet bill through Xfinity’s live chat.
7 Examples of Bad Customer Service Experience (And How to Fix Them) (revechat.com)
Customer service experience is critical for any business, and the consequences of getting it wrong can be severe. Hubspot research says, “83% of companies that believe it’s important to make customers happy also experience growing revenue.”
When businesses slide their service standards, they face negative consequences that seriously affect the overall business. Understanding good customer service and how it is closely associated with business success helps companies build strong client relationships. Customer service experience is vital for any business, but how important is it?
Age of Invisible Machines - | UX Magazine
Cobus Greyling shares his take on the new Wall Street Journal bestselling business book, Age of Invisible Machines by Robb Wilson with Josh Tyson
This week’s DCX Newsletter is Supported by:
DCX Thought Leader Linkedin Profile of the week
Every week, I share a person's profile from Linkedin that I think will benefit your life and career.
This week, I’d like to introduce you to Don Peppers, co-founder of CX Speakers, where he delivers world-class keynote presentations, custom workshops and executive training.
Don Peppers is a renowned expert in marketing and business competition, known for co-writing the book "The One to One Future," which is credited with launching the customer relationship management (CRM) revolution. In addition, he has written or co-authored several international best-sellers that have sold over a million copies in 18 languages.
In 2015, research firm SatMetrix named him and his co-author, Martha Rogers, as the top "most authoritative experts on customer experience" in the world. Don has also received numerous other accolades, including being named one of the "Top 50 Business Brains" by The Times of London, one of the "Top 100 Business Intellectuals" by Accenture, and one of the 50 "most influential thinkers in marketing and business today" by the Chartered Institute for Marketing.
In 2013, Don and Martha were inducted into the Data and Marketing Association's Hall of Fame. In addition to his writing and research, Don is a skilled and engaging public speaker who has delivered keynotes and presentations in more than 60 countries.
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