What are the most important things to do in your first 90 days in a customer experience job?

Your first 90 days in a customer experience (CX) role are crucial for making a lasting impact and establishing yourself as a valuable asset. Embrace Deep Dive: Delve into the company's history, values, products, services, CX strategy, KPIs, and existing support processes. Active Listening for Insights: Engage with colleagues and customers to gain insights into their experiences, pain points, and areas for improvement. Analyze feedback from surveys, tickets, and social media. Process Audit and Improvement: Scrutinize customer support, onboarding, and issue resolution processes. Identify inefficiencies, delays, and potential frustrations, proposing solutions based on observations and feedback.

One of the key things to do in every new role is listening. #1 - then you build on that with the rest of the list. But first, understand what's going on and why things are the way they are so you can evaluate where you can start adding value.

Key things to do in your first 90 days.... 1. Listen 2. Learn 3. Understand VOC & VOB from a 360 perspective 4. Build relationships across all stakeholders

In my experience the first and most important thing to do is to listen. Spend your first few weeks on a listening tour. Set up time with customers from various markets, use cases, segments; engage with CS sellers, PS if you have one, your front line sellers, product, leadership, marketing...and ask two specific questions: What's working? What's not working? Don't overcomplicate it. Let them talk. Follow up their responses with "tell me more", "what else" and give them the floor. You are in a unique position to be viewed in a trusted, consultative way. Gather the feedback, synthesize it for key themes, prioritize it into urgent, short and long term. Create a POV & validate it against the data & other insights with your executives.

In order to fully understand the value you can bring to a customer you need to know how it will make their lives easier/better. Even as a sales person you need to know how a system works to be sure it is adequate to a customer, and that the support staff is using it correctly to optimize your client.

- Understanding Tool Functionality: Familiarize yourself with the primary Customer Relationship Management (CRM) software, feedback platforms, survey tools, and analytics software used by the company. - Training Sessions and Tutorials: Attend training sessions, workshops, or access online tutorials provided by the company or the tool's vendor to understand the functionalities and features in detail. - Hands-on Practice: Dive into the tools by actively using them in real scenarios. Practice creating reports, analyzing customer data, managing feedback, and utilizing the features relevant to enhancing customer experience. - Requesting Feedback: Regularly seek feedback from supervisors or mentors on your usage of the tools.

So there a few aspects to consider when diving into CX execution mode: 1. You need your stuff in order first - CX is a pretty diverse role, requiring a lot of interaction with various teams, focusing on consumer and internal feedback loops and testing various hypothesis. Managing all these tasks necessitates self management, and I’ve found Notion to be a great tool in this regard. 2. Track and report progress - analytics plays a fundamental role in practically every aspect of business. The scope of CX normally demands a heavy data-driven focus, with modeling, segmentation, tracking, visualization and so on, all critical aspects. We’ve found Microsoft’s Power BI a great tool to track and report on CX data, & Amplitude for digital-driven CX.

Actually this is very important to make your job easier, getting to use the tools, digest the processes, identify every project’s stakeholders, actually it makes your whole life easier

Know your customers may sound very cliche, but it is the starting point in the CX journey. Keeping your customer at the center while defining the strategy is really not just a mere sentence. An organization on the journey of defining the CX need to explore and have an depth understanding of who are the customer, how do they interact with the brand, how do they like to be serviced or responded to. And the crux of it all is understand the customer expectations and experience today and calibrate on where one needs to make a change. In the journey to have a positive impact on the CX journey one needs to not only identify the customer and their needs, but also under the reality today.

Aconsejo poder hacer la mayor personalización de nuestros clientes-buyers, dise?ando la mayor cantidad de arquetipos identificables. Bajo estos arquetipos realizar la evaluación de Atributos Valorados por cada Familia de Servicios o Productos, en mi experiencia lo que mayor exactitud he logrado es utilizando la teoría de Kano miendo una importancia implícita (estadística) y explícita (directamente mencionada por el cliente). Con los atributos mapeados, dibujamos los Journey Maps y Service Blue Prints respectivos para entender cada paso que da el cliente, cómo se siente, su nivel de esfuerzo y qué procesos activamos dentro de la empresa. Esta visión permite empezar un proceso de mejora continua.

Shadowing an existing peer on their customer calls is a great way to learn about what typical customers for the organization look like. You get to learn what they care about, their thought process, types of questions, concerns and so much more.

In the first 90 days in a customer experience job, it would be important to know the customer (who they are, what they want, preferences, geo-specific requirements, company’s history with them & how they rate us, gaps). Close 2nd would be understanding the goals (functional, geo-specific & annual corporate goals in alignment with vision and mission). Then it’ll be: building relationships (internal/cross functional & external), learning tools (accessible systems, needs vs wants, gaps, budgets, identify where to automate), developing skills (what roles, where, when, update processes, cross-train or re-assign, share goals, reaffirm vision and mission) & Lastly, demonstrate value (set KPIs, measure performance & calibrate, celebrate wins)

I am a strong believer in over investing in building relationships to achieve your aspirations. Creating a common foundation and currency understanding will help you navigate your agenda. Failure to do so can lead to unnecessary barriers, misalignment and time.

In my experience, your best course of action is to check your ego at the door and be receptive to the people/personalities you are working with and supporting. Treat each interaction with customers and co-workers as a learning experience…and most importantly…LISTEN! Taking this approach will win the customers over and you will find yourself as “one of the team” much faster.

Building relationships is a pivotal part of the first few months in any job role; no matter the level or position you hold in a company. Connecting with people and understanding not only their business needs but core values and work style can aid in not only generating successful results based on performance metrics but can also positively impact all other fields required to be successful at your job. Get to know the people to be successful at the business!

Building strong relationships both internally and externally is vital. Connect with colleagues across departments. Establish a good rapport with them. Foster collaboration and open communication. Schedule regular meetings or brainstorming sessions with cross-functional teams. Participate in team-building activities to strengthen internal bonds.

While most entities do fairly well in setting goals, gathering tools n knowing their customer base; many fail in building long term rapports. Customers dwindling from one entity to the next and new businesses emerging in our ecosystem to cater newer demands but rarely do we see transformation from within to evolve n emerge. 90 days is where the frontline needs to glue itself to the pulse n beat of clients. By simply listening n hearing out will get you halfway… the other half is taking action. This is where management needs to build a harmonious relation with their frontline to ensure those rapports do not end up in the bin. For the cycle to continue - multiply those 90 days by infinity n keep evolving... Cheers

Continuously improving your skills is essential in a dynamic customer experience role. Identify areas for improvement, such as communication, problem-solving or data analysis. Seek training or workshops to enhance these skills. Stay updated on industry trends and best practices. Create a personal development plan with clear goals and milestones. Join relevant industry associations or forums for networking and learning opportunities. Actively seek feedback from supervisors and peers for improvement.

In my opinion, the most important skill for customer experience is being able to hold a conversation with the customer over and above the small talk. This is something that comes with experience and research about the customer before starting a conversation. Show the customer that you really know them, their preferences, and their professional background well.

Um passo crucial rumo à excelência na experiência do cliente é o contínuo desenvolvimento de habilidades e competências. Identificar nossos pontos fortes e áreas aprimoráveis é apenas o come?o. A busca constante por oportunidades de crescimento é o que nos impulsiona na jornada da melhoria contínua. Manter-se atualizado com as últimas tendências e práticas recomendadas do CX é vital. Aprendizado constante com especialistas e mentores, seja por meio de leitura, blogs, podcasts, ou participa??o em webinars, cursos e eventos, é essencial. Juntos, elevamos nossas habilidades, ampliamos nosso conhecimento e fortalecemos nossa contribui??o para a excelência na experiência do cliente.

From my own experience, I suggest coming to the realization that the first 90 days will be very tough, BUT the 90 days after that can become a lot easier and manageable, as long as you put in the work to soak up as much info as possible, which includes working after work, asking all the questions, reviewing and organizing all the documentation you'll initially need to assist cxs. After you've done your due diligence, you're ready to start taking on more challenges, which depending where you work, will speed up your ascension to more lucrative roles. Set goals, and learn about these roles, and focus your studies around it. Another great asset to your repertoire is sharpening your soft skills, both for Internal and External purposes.

As empresas passam por alguns estágios até que vivam totalmente em todas as áreas o foco do cliente. O mais importante sempre é fazer um networking solido para poder ter opini?es diversificadas e calibrar seu time, que deve ser treinado de acordo com o posicionamento e o tom de voz da marca.

This is extremely important! You cannot improve what you are not tracking. If it’s difficult to put in place intricate measures, start with the basic ones like satisfaction, NPS, CES and more :) Make it as seamless and easy as possible. Long surveys can provide many insights but it can be hard to get responses.

Transformar a teoria em realidade na experiência do cliente exige mais do que esfor?o - requer a demonstra??o consistente de valor e impacto. A chave está em acompanhar de perto, medir o progresso e relatar as conquistas, enfrentando desafios de frente. Expor seu trabalho e resultados é fundamental, uma vez que cada marco alcan?ado merece reconhecimento. Celebrar os sucessos e aprender com os desafios molda um caminho sólido para a inova??o contínua. Além disso, buscar feedback construtivo e reconhecimento n?o apenas solidifica sua posi??o, mas também impulsiona melhorias e inova??es constantes. Demonstrar seu valor é mais do que uma tarefa; é um compromisso com a excelência.

Recuerda que la demostración del valor de la marca es un proceso continuo y requiere un compromiso constante con la mejora y la satisfacción del cliente. La autenticidad y la coherencia en todas las interacciones son clave para construir y mantener una percepción positiva de tu marca.

- Understand customer pain points - Walk through manual processes (end to end) before suggesting automation - Consider customer must-haves

Demonstre seu valor na experiência do cliente acompanhando progresso, medindo desempenho e relatando conquistas. Mostre resultados, celebre sucessos e busque feedback contínuo de gerentes, colegas e clientes para aprimorar e inovar constantemente.

This is how I approach- First 30 days - Listening tour- where u talk less & listen more from team, customers, internal & external stakeholders. Talk only to introduce, gain more knowledge, understanding. Will give you perspective on where your org stands, expectation gaps, priority areas, different perspective, strength & weakness, strategic vs tactical … will help you shape your strategy for next 30 & beyond. Next 30 - Is about gaining trust, bldg further on initial ice breaker to relationship, some quick wins, initiate traction on priorities. Put up draft plan for first 3/4 mnth.. set expectations, initiate culture buildup & most important hv 2nd meet with imp stakeholders to convey progress & set expectations/share plans.

This is how I would define the first 90 days: # First 30 days: Observe & Train (all internal & external stakeholders, data, processes/ playbooks, tools/ tech. product & service) # 30-60 days: Orient & Plan (prepare priorities as discussed with internal stakeholders) # 60-90 days: Decide & Act (on the high urgency-high importance segments. Quick wins even if on pilots are the way to go) # 90+ days: Continuous improvement & new initiatives Of course there are merges within the time periods and you should drill down further on the plan and associate SMART goals.

I’d actually take the first 30-60 days to test different experiences from a customers perspective. I would try to purchase the company’s products / use their services and begin to map out the different journeys I had to take. Once I have an outside perspective, I’d assess how we are set up as an organisation to service our customers across each of these touch points - data, processes & people. This would allow me to formulate a plan of: - how we can more effectively capture customer signals across the journey - who we need to empower to act on these signals - how we can measure success

The first 90 days are crucial in terms of finding your way around the organisation. In CX you need to have the best “horizontal” view of the business so go round all the main business areas make strong relationships and understand their problems. Then you want to make sure you can really listen to your customers so check out the VoC programme and make sure it’s doing what you need it to. If it’s not get a plan in place to make it better and while you are doing that find 3 quick wins to gain momentum.

During the first 90-days in the role, make the most of your time to learn and understand how the business works, what the customer journey is like and what is the current strategy to success. Shadow roles across all customer touchpoint, listen to colleague feedback and start to build strong relationships with your stakeholders.