I’m so excited to say that the podcast is nearing its 100th episode! I’ve had the pleasure of interviewing customer experience leaders and industry trailblazers who’ve greatly contributed to the field. From detailing customer journey mapping, to assessing the work to be done in their first few months on the job, there’s so much I’ve learned from my guests. Of course, there’s plenty to learn about successfully implementing a program through your own trial and error, but what would success look like without mentors or help from others? I’ve always found learning from successful individuals to be helpful, which is why I love asking my guests, “what do you know now that you wish you knew then?” This episode features a compilation of answers to the pay-it-forward question I ask in every episode, with tactical advice that you can apply today.
CX Work is Challenging but Worth It
There’s always something new to learn about customer experience, especially as the demands and interests of today’s customers evolve with technological advances. During these chats with my guests, I’m reminded of how much personal and business growth comes with implementing a CX program, and how much there is to learn along the way.
Throughout my interviews, a common answer to this question is that the work can be challenging but it’s worth it, and that it’s extremely important unite the C-Suite and get them on your side. The C-Suite is more likely to support your CX work when they understand how the implementation will help them meet their goals and business needs. Aligning with the C-Suite is a critical step to success.
What Do You Know Now That You Wish You Knew Then?
The advice below is just a smattering of some of the lessons learned by experienced CCOs that I’ve spoken to. I encourage you to click on the name under each lesson for the original show notes with more great takeaways.
Build good relationships with your C-Suite and understand what their motivations are so you can get them on your side. #CX #CustExp Click To Tweet
Building good relationships with your C-Suite helps you understand what people’s agendas and work styles are, and what they’re trying to accomplish. Understand what their motivations are so you can get them on your side. They need to know what’s in it for them if they want to work with you.
Realize that customer experience work is hard and you'll need people that are credible and resilient to help you continue to drive through. Click To Tweet
Realize that customer experience work is hard. You’ll need people that are credible and resilient to help you continue to drive through. Once you start looking at customer pain points and issues, you need people who are open to change and not get defensive about the work. Hire people who like people.
You need to earn the right to continue the customer experience work. Market your small and large successes back to the company. This involves celebrating employee successes too. #CX #CustExp Click To Tweet
You need to earn the right to continue the customer experience work. Market your small and large successes back to the company. This involves celebrating employee successes too.
Communicate the CX work to your C-Suite and peers in a way that allows them to connect with you and see the value in it. #CX #CustExp Click To Tweet
Make the customer experience work, real. Connect what you’re doing to how it’s going to help the C-Suite, your peers, and the business. Communicate the work in a way that allows them to connect with you and see the value in it. If you haven’t learned to work with your key peer group or the level up, this can make the work harder.
Ensure you're vocal about sharing the customer experience needs. Always communicate in a way that says, 'this is what's important, and here's why. This is what the benefits are.' Click To Tweet
It will happen. Don’t lose steam, don’t lose the excitement of what you’re trying to do. There are certain things you can continue to do to create momentum and visibility. Ensure you’re vocal about sharing the customer experience needs. Always communicate in a way that says, “this is what’s important, and here’s why. This is what the benefits are.”
You've got to make sure you enjoy the journey along the way, because it is tough. I didn't realize how tough it could be sometimes. The journey is not linear, it's like a zig-zag but you learn and there's so much opportunity. #CX… Click To Tweet
You’ve got to make sure you enjoy the journey along the way, because it is tough. I didn’t realize how tough it could be sometimes. The journey is not linear, it’s like a zig-zag but you learn and there’s so much opportunity.
Share your two cents with me! What are some of the things you know now that you wish you knew then?
Note from Jeanne: I want to let you know that we’ve welcomed a sponsor for our show, Customerville. Until now, I have been paying for all of the expenses of the show myself. I love doing these for you – but they cost quite a bundle. This partnership ensures that I can continue these shows that you’ve shared such positive feedback on. Thanks so much to Customervillle! Enjoy the show!