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What do you do if your strong emotional intelligence is not leading to career growth in customer experience?

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Emotional intelligence (EI) is the ability to understand and manage your own and others' emotions, and to use them effectively in different situations. It's a valuable skill for customer experience (CX) professionals, who need to empathize with customers, handle complaints, and create positive interactions. But what if your strong EI is not leading to career growth in CX? How can you leverage your EI to advance your skills, performance, and opportunities in CX? Here are some tips to help you.

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Kyle Proper

GTP Client Success Partner at Gartner | Driven to Provide Others with Solutions for Success

1 Assess your EI strengths and weaknesses

The first step is to identify your EI strengths and weaknesses, and how they affect your CX work. You can use self-assessment tools, feedback from others, or professional coaching to evaluate your EI competencies, such as self-awareness, self-regulation, motivation, empathy, and social skills. Then, you can focus on improving the areas that need more development, and enhancing the areas that are already strong.

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godwin udofia
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Leaders who lack emotional intelligence turn out as ineffective managers most times. Most, if not all, employees or team members would not last in an environment without empathy or genuine concern especially towards them

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Leonardo Sepulcri

Head of Innovation & AI Impact na GFT Technologies Entrepreneur
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First, assess how you're applying your EI skills in ways that directly impact customer satisfaction and business outcomes. Highlight these contributions in discussions with leadership, showcasing tangible results and proposing areas where your EI can further benefit the company. Consider expanding your skill set through additional training or certifications that complement your EI, such as in data analysis or customer experience technology, to enhance your versatility and value. Networking within and outside your organization can also uncover new opportunities to leverage your EI. Finally, seek feedback to understand any gaps or areas for improvement, demonstrating a proactive approach to personal and professional development.

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2 Align your EI with CX goals and metrics

The second step is to align your EI with the CX goals and metrics of your organization, team, or role. You need to understand how your EI contributes to the CX outcomes that matter, such as customer satisfaction, loyalty, retention, advocacy, or revenue. You also need to measure and demonstrate your EI impact on those outcomes, using data, feedback, or testimonials. This way, you can show your value and relevance as a CX professional, and align your EI with the expectations and standards of your CX work.

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Kyle Proper

GTP Client Success Partner at Gartner | Driven to Provide Others with Solutions for Success
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EQ does not lead to tangible results, but your processes, goal setting, and accomplishments do. Determine what needs to be done to provide consistent results and to enact change through influence. According to Reuters.com, in 2018, 71% of leaders would hire based off of EQ alone. If you had the performance to accompany it, you will be unstoppable.

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3 Expand your EI network and influence

The third step is to expand your EI network and influence within and outside your CX domain. You can use your EI to build rapport, trust, and collaboration with your colleagues, managers, customers, and stakeholders. You can also use your EI to influence decisions, policies, and initiatives that affect CX. By expanding your EI network and influence, you can increase your visibility, credibility, and opportunities as a CX professional, and learn from different perspectives and experiences.

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4 Seek EI learning and development opportunities

The fourth step is to seek EI learning and development opportunities that can enhance your CX skills, knowledge, and competencies. You can look for formal or informal training, coaching, mentoring, or certification programs that can help you develop your EI and CX capabilities. You can also seek feedback, challenges, or projects that can stretch your EI and CX potential. By seeking EI learning and development opportunities, you can grow your CX expertise, performance, and career prospects.

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5 Showcase your EI portfolio and achievements

The fifth step is to showcase your EI portfolio and achievements to your current or potential employers, clients, or partners. You can create a portfolio that highlights your EI and CX skills, projects, results, and testimonials. You can also share your EI and CX achievements on your resume, LinkedIn profile, or personal website. By showcasing your EI portfolio and achievements, you can showcase your CX value proposition, differentiation, and impact.

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6 Review and update your EI and CX goals

The sixth step is to review and update your EI and CX goals regularly, based on your progress, feedback, and opportunities. You can set SMART (specific, measurable, achievable, relevant, and time-bound) goals for your EI and CX development, performance, and career. You can also track and evaluate your EI and CX results, challenges, and learnings. By reviewing and updating your EI and CX goals, you can stay focused, motivated, and adaptable in your CX journey.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Kyle Proper

GTP Client Success Partner at Gartner | Driven to Provide Others with Solutions for Success
(已编辑)
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I work with a lot of sales individuals. I thought the nature of working with sales was to be transactional where EQ wasn't necessary for success, but the truth is that the relationship with sales - or anyone for that matter - relies heavily on your EQ skills. EQ needs to be consistent across all touchpoints with internal and external partners if you want to grow in your role. You can't only reserve it for your interactions with clients. You need to be a steward for everyone else. True growth happens when everyone that works with you knows you can stay focused, calm, and committed to their success as much as your own.

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What do you do if your strong emotional intelligence is not leading to career growth in customer experience?

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1 Assess your EI strengths and weaknesses

2 Align your EI with CX goals and metrics

3 Expand your EI network and influence

4 Seek EI learning and development opportunities

5 Showcase your EI portfolio and achievements

6 Review and update your EI and CX goals

7 Here’s what else to consider

Customer Experience

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What do you do if your strong emotional intelligence is not leading to career growth in customer experience?

1

2

3

4

5

6

7

1 Assess your EI strengths and weaknesses

2 Align your EI with CX goals and metrics

3 Expand your EI network and influence

4 Seek EI learning and development opportunities

5 Showcase your EI portfolio and achievements

6 Review and update your EI and CX goals

7 Here’s what else to consider

Customer Experience

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