#29 | DCX - Perspectives and insights on digital customer experience
7 Steps to Becoming a CX Hero; Elevate your CX Empire with Alexander the Great's Leadership Tactics; Links to Industry news, ideas, insights, and the DCX Thought Leader Linkedin Profile of the week
7 Steps to Becoming a CX Hero
As a customer experience (CX) leader, you know firsthand the challenges and rewards of working to improve the customer experience.
Whether you're responsible for a small team or leading CX efforts company-wide, you've likely faced obstacles, made tough decisions, and overcome challenges on your journey to make a positive impact.
A CX hero is dedicated to improving the customer experience and willing to take on challenges and risks to make a difference.
They are leaders who inspire and empower their teams and constantly seek new ways to delight and engage customers.
So, are you a CX hero?
Whether you're just starting your CX career or have years of experience, here’s how to become one.
Identify a problem
The CX hero begins by identifying a problem or challenge impacting the customer experience. This could be low customer satisfaction scores, negative customer feedback, or a lack of clear CX strategy within the company.
Gather data
To understand the root cause of the problem and develop a plan to address it, the CX hero collects data from various sources, such as customer surveys, focus groups, and customer service interactions. This helps them to gain a deeper understanding of the customer's needs, pain points, and expectations.
Develop a plan
Armed with data and insights, the CX hero sets a plan to address the identified problem and improve the customer experience. This may involve implementing new technologies, processes, or policies or training and developing the team to be more customer-focused.
Implement the plan
The CX hero works with their team and other stakeholders to implement the program and make the necessary changes. This may require overcoming resistance to change, managing resources effectively, and communicating with customers to keep them informed.
Measure success
The CX hero monitors the plan's progress and measures its effectiveness using key performance indicators (KPIs) such as customer satisfaction scores, retention rates, and revenue. Then, they make adjustments to ensure the plan delivers the desired results.
Communicate the impact
The CX hero communicates the impact of their efforts to key stakeholders, including customers, executives, and team members. This helps to build support and buy-in for the CX initiatives and demonstrate the value of the CX hero's work.
Sustain the changes
The CX hero works to maintain the changes and improvements made to the customer experience over time. This may involve ongoing training and development for the team, continuous measurement and improvement of CX metrics, and adapting to changing customer needs and expectations.
Being a CX hero takes effort and commitment. It’s not always easy to take ownership of an issue and work to solve it with the customer’s best interests in mind.
They embrace failure as part of the journey and commit to the collective success of their team.
They are the customer’s biggest advocates and rely on their guiding principles to build trust in every interaction.
They question the status quo, are passionate about solving problems, and feel responsible for the outcomes.
They are engaged, persistent, and curious, always keeping the customer in mind and celebrating successes no matter how small.
It sounds like an excellent opportunity to make a difference in people’s lives.
This week’s DCX Newsletter is supported by:
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Elevate your CX Empire with Alexander the Great's Leadership Tactics
Suppose you're looking to revolutionize your customer experience and take your business to the next level. In that case, you'll want to pay attention to these leadership lessons from Alexander the Great.
The ancient conqueror knew something about inspiring and motivating those around him, and these principles can also be applied to customer experience leadership. So keep reading to learn more about how you can rise to the top in the world of customer experience.
Inspire and motivate your team.
Just like Alexander knew that a leader's words and actions could impact those around them, you need to inspire and motivate your team to deliver the best customer experience.
Think creatively and take calculated risks
When it comes to customer experience, you need to be willing to think outside the box and come up with creative solutions to challenges. But, like Alexander, you should also be willing to take calculated risks to achieve your goals.
Persevere and stay determined
Delivering a great customer experience can be challenging, and there will be times when you face setbacks and challenges. But, like Alexander, you must stay focused on your goals and keep pushing forward.
Lead by example
Alexander wasn't afraid to get his hands dirty and lead his army into battle alongside them. Likewise, as a customer experience leader, you should be willing to roll up your sleeves and lead by example, showing your team that you're eager to work hard and take on challenges alongside them.
Be open to new ideas and perspectives.
Alexander was always available to his generals' ideas and suggestions, which helped him develop creative solutions to challenges. As a customer experience leader, you should also be open to the ideas and perspectives of your team and customers.
So, if you want to revolutionize your customer experience and lead your business to success like Alexander the Great, ensure you follow these leadership lessons. Then, with some inspiration and determination, you can create a customer experience that sets you apart from the competition.
Etc.
Links to Industry news, ideas, insights, and the DCX Thought Leader Linkedin Profile of the week
Emotional AI Is No Substitute for Empathy | WIRED
In 2023, tech companies will release advanced chatbots that can closely mimic human emotions to create more empathetic connections with users. The problem is that most emotional AI is based on flawed science.
How Spotify’s Wrapped campaign for 2022 came together (itsnicethat.com)
Spotify first experimented with creating year-end lists in 2013, but it wasn’t until 2016 that the company launched its Wrapped campaign.
It’s now an established online trend when social media and real-life conversations are taken over by people sharing their listening habits.
Go deep diving with the designers to learn how they pulled it together this year.
Founded out of London in 2015, companies such as Uber and Amazon use Chattermill to unify all their customer data, integrating with social networks, customer feedback and support tools, online review sites, and more to establish a “single source of customer truth,” as the company puts it.
Chattermill says it has developed its own deep-learning models for extracting meaningful insights from the aggregated data.
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 Zack Hamilton, a Forbes and Fast Company Executive Board Member.
Zack brings over 20 years of customer experience management with proven expertise in go-to-market strategy.
His career began in operations at brands like LA Fitness and Aaron's. While at Aaron's, Zack played multiple roles in operations, marketing, eCommerce, and sales strategy. He also launched strategic customer-centric initiatives and built the Customer Experience Strategy prior to departing for Medallia.
While at Medallia, Zack was the Principal and Global Head of Retail Experience. He served as an Executive Advisor to more than 200 retail brands worldwide. He led go-to-market and Enablement Strategy across the Medallia retail ecosystem, including sales, product, marketing, analytics, and technology partners.
Zach is also an endurance adventurist! He loves competing in Ironman races, trail running, and standup paddle boarding.
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