You want to build a successful team in customer experience. What are the most important steps?

Acredito que antes da vis?o, o importante é definir qual o seu sonho! No que você realmente acredita? Sonhar com algo que muda a realidade, agrega valor ao cliente e transforma para melhor a experiência. Se você tiver um sonho e acreditar nele, o próximo passo é engajar o seu time nesse sonho planejando a vis?o e metas, e por ultimo, realiza-lo. Quando cheguei na área de relacionamento com cliente o meu sonho foi reduzir pela metade os contatos dos clientes em três anos. Parecia impossível mas quando acreditamos em algo n?o há nada que te impe?a de chegar. Batemos a meta com muito trabalho, celebramos e criamos novos sonhos.

Clarity and buy-in at the top...there are voluminous ideas, experiences and opinions of what the experience should be, who does what and who pays for it. If there is lack of consensus at the top, the effort will suffer and even the best-laid plans will unravel in short order.

A good strategy considers the team needed to achieve goals. If you spend all your time crafting the 'perfect' goals - but you don't have a team ready to work towards them, then the goals are worthless.

First, define a clear customer-centric vision and communicate it extensively, aligning every team member with a shared purpose. Establish comprehensive training programs to enhance skills, focusing not only on technical proficiency but also on soft skills such as empathy and effective communication. Implement regular feedback loops and performance metrics to identify areas for improvement, fostering a culture of continuous learning. Encourage cross-functional collaboration to ensure a holistic understanding of customer touchpoints. Leverage technology, like CRM systems, to streamline processes and gain actionable insights. Lastly, prioritize employee well-being, recognizing its direct correlation to customer satisfaction.

Understanding the kind of experience you want to deliver to your customers in relation to your brand helps curb unnecessary innovation that would fail in the future thereby creating loss of resources for your brand. So it's very much necessary to work out which experience best suits your brand information and alignment

True understanding of customer needs goes beyond data analysis. It requires lived experiences, empathy, and a fundamentally optimistic approach to problem-solving. It's about finding those who not only share your vision but have the foundational customer service or sales background to anticipate and meet customer needs effectively. Let's shift our hiring focus. Let's value direct customer engagement experiences as much as we do technical skills. After all, at the heart of every customer experience strategy are the people who make it happen. #customerexperience #cx #emotionalintelligence

In essence, the passage delineates a multifaceted approach towards assembling and nurturing a team primed to orchestrate superlative customer experiences, encompassing talent identification, alignment with organizational values, provision of comprehensive training and resources, and the cultivation of a progressive learning culture.

Um exemplo que já vi e vejo s?o duas grandes empresas uma que já trabalhei a mais de 20 anos e outra que trabalho. As mesmas preocupam se com o desenvolvimento contínuo dos seus funcionários. Sem isso n?o existe uma cultura de aprendizado contínuo, isso é primordial para o sucesso de uma organiza??o.

Being part of a CX team can take a toll on one's emotions, physical well-being, and mental health. This phenomenon can often be referred to as the "curse of CX." It's vital for team members to feel heard and supported to navigate the challenges effectively.

Team work and collaboration is as important as getting the job done. No idea, suggestions and interpretation from a team member is a waste unless reviewed to understand that it's not conforming to the objectives of the team and organization. No team member should be underrated at any point in time

In my experience, making everyone in a team feel belong and be taken along involves a lot of deliberate efforts from the team leaders. Every members of the team have their unique characteristics, possess different skills and abilities. You must study these different behavioral characteristics and patterns to engage them where they can be most useful.

In my experience, making everyone in a team feel belong and be taken along involves a lot of deliberate efforts from the team leaders. Every members of the team have their unique characteristics, possess different skills and abilities. You must study these different behavioral characteristics and patterns to engage them where they can be most useful.

Collaboration and communication across the organization are crucial for delivering seamless customer experiences. Create a cross-functional CX team to align strategies and processes, share customer insights, and inspire a customer-centric culture.

A comunica??o é sempre importante em todos os departamentos. Quando n?o existir comunica??o alguém vai pagar por esse Gap e esse alguém será o cliente. Quando se tem canais em estados diferentes n?o adianta centralizar todo atendimento de SAC em um lugar só , ao meu ver o certo é cada local ou regi?o ter seus processos independentes da matriz, acho que é mais fácil mapear e atender todas as necessidades dos clientes.

Learn your product! CX is not helpful if the representatives and analysts in the team do not fully understand the product/service. As it changes, so will your customers' needs (and vice versa!). Use customer problems and questions as a means to improve your products, services, and processes. If clients are constantly complaining about something specific, then maybe it needs to be fixed! Of course, assist the client right away, and be helpful -- but take the time to understand the problem, why it was there, and help your team develop the product/service/process so that this does not happen again. Again, this requires CX personnel to understand the products/service/process.

Na verdade, isso tudo é muito importante para o valor da marca. Hoje o cliente n?o espera mais o bom, ele espera o excelente e as empresas que n?o estiverem com o framework alinhado, a médio e curto prazo estar?o fora do game. O cliente n?o quer mais as mesmas experiências ele n?o se encanta mais por um cafezinho, bolo, isso já faz parte do processo n?o é mais um gesto de valoriza??o e sim já está incorporado no valor da marca. A única forma de manter um padr?o e prestar aten??o em toda a jornada do cliente e alinha junto aos stakeholders.

Nos dias atuais, com a automatiza??o dos processos é cada vez mais difícil retroceder e voltar a humanizar os atendimentos. Cada caso é único e merece toda aten??o e foco na resolu??o dos problemas.

I see the following key points are vital in building a successful CX team: -Ensure team members are aligned with organizational desires for a unified experience of motive. -Involve the CX team within the broader organizational approach, Involve the CX team in the broader organizational strategy, emphasizing their role in the company's success and in the big picture. -Highlight the significant influence each team member has on the company's image, fostering a sense of responsibility. -Establish effective feedback mechanisms to inspire open conversation and power non-stop improvement. -Do not forget to show recognition and appreciation to the team.

Stay agile and adaptable in response to changing customer needs, market trends, and business priorities. Acknowledge individual and collective contributions to fostering a positive and supportive team culture.

Here's a question. Who is responsible for CX Success? You might be thinking the CX team or CX Leadership. But honestly, everyone in the company is responsible for CX. Yes, even the non-customer facing roles. - HR should know the right people to recruit and help establish a customer-centric culture. - Tech teams need to ensure systems are operational for the right experience. - The finance team manages the company's budget and resources, ensuring that there is adequate investment in customer experience initiatives. When thinking about CX in your organization, you must identify everyone's role, responsibility, and desired outcome. This should never be limited to one team.

I found this helpfull When building a successful customer experience team, consider these key factors As well: 1. Promote cross-functional collaboration to ensure a seamless experience. 2. Create personalized strategies based on customer preferences. 3. Emphasize empathy and emotional intelligence through training. 4. Implement reward and recognition programs to incentivize excellence. 5. Equip team members with crisis management protocols and training. 6. Stay ahead of trends in customer experience management. 7. Utilize data-driven insights for decision-making and anticipating needs. 8. Develop educational resources to empower customers. 9. Secure leadership support and advocacy for the team's initiatives.

Organizational psychology would identify the Essence of feedback, surveys and data analysis on products and services to ascertain an organization's work progressiveness and how well to serve it's customers better It's also essential to give freedom to team members to be part of the organization's strategic planning, inputs and team plays without making them feel outlined or ineffective