How can you become a customer experience mentor without prior experience?

Identify Core Principles: Determine the key principles and values that will guide your CX decisions. This could include customer-centricity, innovation, or empathy. Clarify Benefits and Value Propositions: Understand the unique benefits your CX offers customers. This involves knowing what sets your service apart and how it adds value to the customer experience. Emotional Connection: Decide what emotions you aim to evoke in customers. It could be trust, satisfaction, delight, or a sense of belonging. Performance Metrics: Establish how you will measure and evaluate CX performance and impact. Consider metrics like customer satisfaction scores, Net Promoter Score, or customer retention rates. Align with Business Values

Simply put: stay positive. No matter what the customer dishes, you must simply stay positive and cheery. You want to change your mind for the fourth time? Sure no problem, I’ve got you. (With a smile on my face) You want to return the battery I told you wouldn’t fit your cartridge. No problem, please allow us to correct this for you. You’re upset that your online order isn’t ready when you just placed it from the parking lot? I got you there too, let me just get that ready for you. Customers will poke and poke and poke and it is so important to the customer experience that the employee simply eat it, and turn the other cheek. The customer is NOT always right, but we must treat them like they are, and at least seem happy to be there.

Focus on the value your CX strategy will create for your customers/prospects. Every touchpoint with your brand should result in a frictionless interaction with valuable or meaningful experiences.

What CX means to me as a mentor and a professional is providing a North Star to help others to develop guiding principles and goals that make the customer the central focus in their decision-making and strategic planning. Just like the North Star provides direction to travelers, customer experience guides and informs the actions and priorities of business leaders. Business leaders should continually orient themselves toward delivering the best possible experiences for their customers, ultimately leading to long-term growth, customer loyalty, and overall business prosperity.

Regularly revisit and refine your vision to ensure it remains relevant and aligned with evolving customer expectations and business goals.

Follow CX Leaders: Identify and follow renowned CX experts and influencers on social media, blogs, and professional platforms. Engage with Content: Regularly read, watch, or listen to content like podcasts, webinars, and newsletters focusing on CX. Join Online Communities: Participate in online forums, groups, or communities where CX professionals share insights and experiences. Absorb Knowledge: Immerse yourself in the wisdom shared by these experts, understanding their strategies and methodologies. Stay Updated: Keep abreast of new trends, tools, and techniques in CX to continuously enhance your knowledge base.

Customer experience is a rich field with passionate experts, and the amount of information available can be overwhelming. CX, Blogs, podcasts, webinars, newsletters, conferences, and courses are all great ideas. Building connections and getting to know others in the field is essential to learn how others apply their CX knowledge. I usually walk away from conversations with other CX professionals with at least one fresh idea to experiment with.

Examples of learning for becoming customers experience monitor or leaders: *Practice putting yourself in the shoes of customers to understand their needs, expectations, and pain points. * Find experienced professionals in the field who can guide you on your journey. *Work in roles that involve direct interaction with customers like customers care agent or sales.

It is always useful to listen before doing anything. Look at how others are succeeding and being successful. Simply listen to what your customers is asking. Be inspired.

Best way to become the best is to learn from the best and to become the best, it needs patience, practicing and make mistakes. Being a mentor isn't as easy as it sounds. Each mentor has their own influence and charm on their mentee. They always must have the time and patience in order to develope themselves and others. They always have to be open to feedbacks specially constructive ones in order to fill the gaps they might not notice. They must always remind themselves that there isn't a specific way on how to teach or develop in fact, they have to personalize each and every development plan to whom they are mentoring and start analyzing their ways and see how beneficial it is to the mentee next to consistent and regular coaching sessions

Document Your Experiences: Start by documenting your own experiences where you've provided or observed excellent customer service. Reflect on both successes and challenges. Craft Engaging Narratives: Turn these experiences into compelling stories. Highlight the principles and values demonstrated, the obstacles faced, and the strategies used to overcome them. Demonstrate Learning: Emphasize the learnings and insights gained from each experience, showing how they shaped your CX understanding. Choose the Right Platforms: Share these stories through platforms that best suit your style, such as blogs, podcasts, videos, or social media. Engage Your Audience: Make your stories relatable and engaging..

Gain approval from your customer whenever you can to use their feedback in for form of Testimonials and references. Share your successful CX journey together so that others can see the real value that is being created. Host Blogs and Podcasts discussing CX experience and best practice. Invite Customers or Industry experts to openly debate and review the challenges Businesses and Customers face in delivering the CX

Be Honest and Constructive: Deliver feedback that is truthful yet constructive, focusing on areas for improvement without discouragement. Focus on Outcomes and Behaviors: Direct your feedback towards specific outcomes and behaviors in CX interactions, rather than personal attributes. Specific and Actionable Suggestions: Provide clear, actionable advice that can be easily implemented. Timeliness: Offer feedback promptly, close to the relevant CX interaction, to ensure its relevance and effectiveness. Balance Critique with Praise: Recognize and praise what is done well to maintain motivation, alongside areas needing improvement. Acknowledge Effort: Recognize the efforts put in, even if the outcomes are not yet perfect

If we are not holding each other to account and delivering transparent and clear 360 degree feedback, then we will not achieve the successful CX output. A successful CX delivery is not about 100% perfect service in all engagements, rather ensuring that we review, learn and improve from all interactions in order to continually evolve and improve the CX

For successful CX implement???? 1. Brand DNA: ??communicate brand values at every touchpoint. 2. Consumer avatar understanding: ?? identify tangible and intangible needs. Emotional triggers. Be their Genie ??♀? 3. Promised values: ??marketing promise aligns with core values and customer wishes 4. Easy to use : ??simplicity, easy to understand, follow , and fast … in every interactions especially digital. 5. Positioning: ??answer two fundamental questions why and what- why do you do what you do, and what the customers gains from connecting with your brand( instead of brand competitors) 6. Survey, metrics and measurements: ????monthly monitoring. Pay attention to customer service feedback.

Feedbacks has to always be honest and constructive. Start by developing their confidence on what they did great rather than pointing out what they haven't been able to achieve and before doing so. Ask them for their feedback about themselves in order to develope their awareness and have better insights and bigger image and once they do so. Start listing what they've done good so they can have a positive push and starting breaking down what they could've done better and start developing coaching plans using different coaching modules and share best practices. Area of improvement needs patience and time to be eliminated so we always have to set a goal and a time frame to reach the full potential in a specific area

I look for a diverse perspective; In my journey, I've learned that the customers we serve come all walks of life, different places, background and experiences. Different value props resonate with different people, thus having a diverse set of CX mentors (with different mental models) is key to ensuring you are building around all customers.

Making sure to listen and understand what a customer is looking for. Instead of just apologising for not being able to help them, it is important to let them know that we are there to help them and trying our best to find a solution, that is, going beyond our job, to help them. Learning the needs of a customer is utmost important.

In my quest for CX mentors, I've learned the importance of having a diverse set of mentors representing various career or maturity stages. It's valuable to have a mentor one step ahead of your current stage, offering guidance and feedback grounded in their recent experience. This mentor is closely aligned with your situation. Additionally, having a mentor with more extensive experience, reflecting where you aspire to be in the next 10 or 20 years, provides a different perspective. These mentors offer a kind of "grandmother" or "grandfather" wisdom, drawing from years of reflection and experience, guiding you with insights that transcend the immediate context.

I always make it a point to seek out mentors to learn and grow with. Usually its not even someone that's in my industry. Being in Customer Success has led me to meet interesting people in various facets of life. Having an open mind, practicing active listening and overcoming my fears and doubts have contributed to me gaining a lot of knowledge from my mentors.

Personally, I like to look at other cultures and see how they behave. The Brits, for example, use the word “bespoke”, which we use seldom here in the US. One’s ability to bring “bespoke” service as often as possible enables you to become good at customer service.

One of the important things is to be aware of how "you" as a consumer are experiencing the brands that you interact with daily. Being present to your experiences goes a long way in defining your vision of customer experience. If you are aware of the experiences you go through, you can articulate it better, thus guiding others in a better manner. I also feel that it's essential to experience the brand/service before you give feedback. Market visits and immersing yourself into the brand experience is the key here. By doing this, your feedback is more authentic, relatable and actionable.

As an ex-mentor, there are few yet critical skills any mentor must've. Communication: A mentor must always devlope their communication ways and skills in order for them reach all type of mindsets. Coaching/Development plans: A good mentor has to have varieties of coaching modules and plans to fit each and every mentee based on their learning way and start implementing those techniques. A specific way will never work on everybody Feedbacks: Mentors are also in need of feedbacks from their mentees in order for a better, clearer and better work environment as they always have to seek perfection and fit their mentee's ways, mindset and personality for a better connection and linkage

In my experience, my mentor highlighted the importance of good communication, body language, and staying calm when aspiring to be a customer experience mentor. Even without formal experience, the advice was to think and feel like a customer. The mentor suggested drawing inspiration from personal experiences of being a customer, like sharing feedback in-store or online. They also stressed the need for passion. Becoming a mentor isn't just about technical skills but also understanding and connecting with people. To add, keep learning. Read from authentic authors, start from the basics, and shape your vision based on what inspires you. Every CX professional has their own take, so creating your vision is key. Stay updated, learn from others

Desde mi punto de vista, se puede ser mentor de CX pero previamente se necesita estudiar cuáles son las bases del CX, entender el por qué se debe poner al cliente en el centro. Pienso que la excelencia del servicio, no solo es una cuestión de experiencia, es una elección.

In my opinion it is quite simple, a positive attitude will help you along the way in developing trust and long lasting relationships with others! That is of course if you have the blue prints embedded in you. I seeing that over the years many employees will tried to mimic an exceptional customer service to look good and to get the job but in the end it collapses when it is not in their hearts to serve the public’s needs.