How do you measure and improve your CX team's performance?

In many organisations, the CX team is an enabling function, supporting other business units (e.g. product development, service delivery). While the headline metric may be NPS or CSAT, it can be hard to isolate the CX team's contribution. In this case, also consider some of the internal metrics that may identify the impact of the CX team. "How did we influence key decisions?" and "Are internal stakeholders adopting our CX tools and artefacts?" will indicate how embedded the CX team actually is. Consider forming some metrics around similar questions, in addition to the external customer measures.

Start by clearly defining what a successful customer experience looks like for your organization. This could include metrics like CSAT, NPS, FCR or Repeat caller reduction. Set realistic, achievable goals for these metrics. Ensure that these goals are aligned with your overall business objectives.

Too many companies think they've got their CX down pat because they've got a decent score on some scale. But let me tell you, those numbers are just the tip of the iceberg. You've got to dig deeper, get your hands dirty with qualitative data. Understand the emotional response your brand elicits, not just the numerical one. It's not about putting out fires; it's about igniting passion in your customers. And consistency - it's not sexy, but it's vital. Your customers need to know that they'll get the same high-quality experience every time, on every channel. Finally, get personal! No one wants to feel like a statistic. Leverage tech to understand your customers' needs before they do. Now that's customer experience.

Medir e melhorar o desempenho de uma equipe de CX, passa por ter metas coerentes. Ter metas coerentes, passa por expectativas bem alinhadas. Logo, nada mais potente para melhorar o desempenho da equipe, do que ter expectativas bem alinhadas.

Para medir gosto de usar os resultados das metricas ja utilizadas, como CSAT e FCR. Com base nisso e feedbacks, identifico areas de melhoria e trabalho em treinamentos contínuos, promovendo uma comunica??o eficiente e um ambiente de trabalho positivo e leve.

Feedback is the cornerstone of customer experience improvement. Utilize surveys, feedback forms, social media listening tools and direct customer interactions to gather insights. Analyze this data to identify common pain points, preferences and areas of improvement. For example, if multiple customers complain about long wait times or longer SLAs for issue resolution, that's an area to prioritize.

I know the bad reviews sting, they're a blow to the ego, but they're also not the only thing to focus on. You've got a ton of customers who're quietly enjoying your product or service, or maybe just tolerating a small issue. You're not hearing from them, but that doesn't mean they've got nothing valuable to say. Dig into that silent majority. What are they doing? How are they using your product? There's gold in those hills. Think of feedback not as a chore or a reactive tool but as a built-in part of your customer's journey. Seek it, encourage it, and react to it in real time. But here's the kicker, close that feedback loop. Nothing shows your customers you value them more than showing how their feedback has made a difference.

Based on the feedback gathered, aim at implementing changes that can improve the overall user experience. This could range from process changes to training programs aimed at specific set of consultants to boost experience metrics. It's crucial to monitor the impact that's been delivered with these changes in place. For example, if you have streamlined your support process, track how it affects your FCR or average handling time. Adjust your strategies based on these insights accordingly.

Improving your customer experience isn't about playing whack-a-mole with problems. It's not about waiting for a complaint, then rushing to fix it. It's about being proactive, not reactive. Now don't get me wrong, if there's a glaring issue, by all means, fix it. But don't underestimate the power of the 'wow' factor. Think about how you can over-deliver, not just meet expectations. How can you surprise and delight your customer? And here's another thing - sometimes it's the simple fixes that make the biggest difference. Don't let the allure of fancy tech solutions make you blind to a good old-fashioned tweak. Customers are not just users, they're people with emotions. Factor that into your CX strategy.

To elevate your CX team, it's vital to empower and engage them within a culture centered on the customer. Ensure they're equipped with the right skills, resources, and support, fostering an environment where excellence in customer service is the norm. Go beyond just providing tools; inspire them with recognition for their achievements and encourage a free flow of ideas and feedback. This approach cultivates a team that’s not only skilled but also passionately committed to enhancing customer experiences. By fostering this collaborative and passionate atmosphere, you’re measuring success not just in metrics but in the growth, satisfaction, and dedication of your team, echoing your philosophy of empathetic and genuine customer engagement.

A motivated and well-informed team is key to delivering exceptional customer experiences. Provide them with necessary tools, training and information to understand and meet customer needs effectively. Regularly communicate the importance of their role in customer satisfaction and encourage a customer-centric culture within the team.

Yes, it's essential, and yes, your CX team plays a big role, but it doesn't stop there. It's not just a department, it's a mindset. From your sales team to your delivery guys, everyone plays a part. And let's stop assuming that a one-off training session is the magic bullet. If you want genuine customer-centricity, you need a deep cultural shift. It's about more than just skills; it's about values and attitudes. Don't forget about your employees. You want customer-centric? Start by being employee-centric. After all, happy employees mean happy customers. See your employees as internal customers. Trust me, it'll change your perspective.

Uma vez com expectativas alinhadas e métricas de sucesso acordadas, agora é o momento de estabelecer rituais periódicos de acompanhamento e feedback, de modo que as pessoas da equipe tenham um direcionador claro da sua evolu??o.

The approach to evolve should be continous in nature considering the landscape at which CX is currently evolving. Stay updated with the latest trends and technologies in CX. Encourage a culture of learning and innvoation within the team. For example, conduct regular training sessions on new CX tools and methodologies. Experiment with new ideas and learn from both successes and failures.

There's something to be said for intuition, for creativity, for daring to defy expectations. I know, it's easy to get caught up in numbers. Heck, data is seductive. But don't let it blind you. Don't let it bog you down. Sometimes, less is more. Make sure you're focusing on the right data, the ones that really matter. And while you're at it, don't get tunnel vision. Look outside your industry, outside your niche. The world's a big place, full of ideas waiting to be discovered. Don't confine yourself. Now, let's talk about innovation. Break the mold, shake things up. Remember, people didn't know they needed an iPhone until Steve Jobs told them they did. So don't be afraid to challenge your customers' expectations. Surprise them. Wow them.

Customer needs change like weather be the adaptable umbrella! ?? Else Ignore customer trends, and you might as well run a museum, not a business.

In the world of big data and AI, it's easy to hide behind the numbers. It's comfortable. But remember this - comfort is the enemy of growth. Be bold enough to challenge the numbers, to question the assumptions they feed you. Your customers are not just data points, they are real people with complex emotions and unpredictable behaviors. And about feedback - don't just collect it as if you're ticking a box. Don't just store it in fancy reports. Act on it. Let your customers see that their voice matters, that they are being heard. Surprise them, delight them, make their day. The key to an exceptional customer experience lies in the hands of your employees. Make sure they have the tools, the training, and the motivation to unlock it.

Rituais periódicos de check de evolu??o s?o fundamentais para apoiar a evolu??o do time. é importante adequar a periodicidade dos rituais de acordo com o nível de maturidade de entrega e comportamental de cada pessoa do time.