A continuación, te explicamos cómo puedes cultivar sólidas habilidades de liderazgo como profesional de la experiencia del cliente desde el principio.

Begin by truly understanding your customers' needs and concerns. Actively listen and show genuine interest in their experiences. Train your team to approach every interaction with empathy, ensuring they can put themselves in the customer's shoes. Use customer feedback to make informed decisions and improve service. Empathy builds trust and loyalty, creating a positive atmosphere for both customers and employees. This foundation is essential for cultivating strong leadership skills in customer experience. Coming from a collections environment, this was difficult for me at first, BUT, after some proactive learning and development, embracing empathy took me much further with customers and employees than the "collections mindset" ever did.

Vender con empatía te garantizara tener clientes satisfechos a largo plazo, porque al escuchar las necesidades de tus prospectos te permitirán enfatizar desde varias perspectivas, y con ello generar confianza, ponerte en el lugar del otro, es vital y generará clientes satisfechos.

It's all about the customer experience of the the end user who is using the product features or functional changes. There are 2 layers of communication that happen: 1. Between end customer and your client. 2. You being the IT solution provider to you client. As the requirements are clear in the form of user stories in the backlog, what matters more is "Are we ready to understand customer journeys and are we all ears to focus on the essence of the requirements on clarification calls?". Lead by listening empathetically, paraphrase what you understand and collaborate with your client, and in some cases, ask client to invite end users to understand the requirements and demo the completed work.

La empatía es fundamental para entender las necesidades del cliente , ponerse en su lugar nos dará una perspectiva total de lo que quiere y podremos dar una atención totalmente personalizada . Enseña a tu equipo a trabajar partiendo de la empatía y la escucha activa , con esto ya tenemos gran parte de la satisfacción por parte del cliente asegurada.

Way, way back, in the "before times" of my working-at-the-mall days, we used to say that one never knew what had happened to our customers before they walked through our door. They might be having the single best, or single worst, day of their life. If we embrace an empathetic mindset, we do not take personally whatever negativity might be redirected towards us. Instead, we attempt to connect with our clients where they are, without assumption and with openness. This behavior is modeled when we, as leaders, treat our team members as "customers" and extend this empathy to them. By creating this psychologically safe space, they can in turn feed the culture of positivity and create a welcoming atmosphere that drives customers in the door.

The first thing to help the team understand is how to exceed customers expectations; they are the reason the organization exists. Secondly, every interaction with customers is designed to satisfy their needs. "how did this organization make me feel" ? If it's positive, then repeat business is guaranteed. Thirdly, satisfied customers become the organization's best advertising agency, through referrals. In conclusion, every employee in the organization must become customer-centric. One break in the customer service chain can have negative ripple effects which can neutralize all the positive gains obtained over time. The culture of the organization must breathe with "customer service oxygen" to remain alive in a competitive climate.

Continuous engagement with clients on customer experience helps to get the feedback on time and builds the trust relationship with client and the team. There could be some time constraint expectations by client, lead with agile principles and educate wherever possible on the best possible ways to deliver based on the priority of requirements. Also, the internal retrospection within the team to serve better to client needs can lead to some excellent ideas client might be interested to explore.

Aceptar la críticas constructivas te hará crecer en todos los niveles , es tan fácil como quedarse con lo positivo y usarlo a tu favor .

Un buen líder es aquel que escucha a sus colaboradores, sabe elegirlos y delega en ellos, por lo tanto la retroalimentación es materia obligatoria si que quiere ser percibido como un líder que valora los aportes y la experiencia del equipo, dándole a este relevancia y motivación para participar e involucrarse, aumentando la fidelidad hacia la empresa y centrando al mismo tiempo la experiencia del cliente como eje de las mejoras.

As a customer experience leader, inspire your team to learn the new trends and technologies that can help the clients to embrace the ever changing technological approaches to place the client well ahead in the game of customer experience. It all begins with leading by example. Engage your team with knowledge sharing sessions on the learnings to align with industry trends.

I started working full-time at 18 and I am now 55. Along the way, I have learned to never underestimate the power of learning and who you can learn from. Cleaning people often know the stressors people are facing as well as the difficulties in the board room. So listen. Read cutting-edge newsletters and take seminars. Combine the pieces of knowledge you acquire, along with your own failures, and deliver them to your team as well as your managers. Your transparency will encourage others to communicate and collaborate, creating a think tank for fostering relationships and creatively molding success. Cheers to knowing what customers need before they realize it!

To cultivate strong leadership skills as a customer experience professional, commit to continuous learning through industry courses, seek mentorship, stay updated on trends, and actively seek feedback to refine your approach.

To cultivate strong leadership skills as a customer experience professional, be decisive by analyzing data swiftly, making informed decisions, and confidently taking action while remaining adaptable to feedback and changing circumstances.

En este punto es fundamental aplicar las metodologías ágiles, para lograr acciones rápidas en base a la información que nos es proporcionada. Juega también un papel importante medir el desempeño, eligiendo correctamente los KPI y en base a lo que observamos, mejorar el recorrido del cliente en su favor, simplificando las cosas con el fin de obtener mejores resultados.

In my experience, in some instances I have seen team members over committed to the work but under appreciated by the client. As a customer experience leader, have courage to speak with the client and humbly request to appreciate the team on the efforts they have put in. This will boost the morale of the team and be committed to the clients on deliverables.

To cultivate strong leadership skills as a customer experience professional, inspire others by setting a positive example, communicating a clear vision, recognizing team achievements, and encouraging collaboration and innovation.

Un equipo motivado es la clave de la mejor atención al cliente , como líder de un equipo hay que agradecer el esfuerzo del equipo y el esfuerzo individual de cada miembro, no hay mejor motivación que el agradecimiento por tu trabajo.

One of the critical qualities of a software professional is to understand customer needs clearly and translate that into requirements , design etc for accurate implementation which is verifiable meeting customer needs. Often customer may have a business need but they may mean something else or may articulate it differently and the skill of the customer experience creation leader is to have the patience and empathy to ask meaningful questions to drill down into the actual business or technical needs ie requirement .It is a good practice especially in the requirements gathering phase to capture as much details required considering all aspects of implementation. All hidden , implicit requirements must be sought and clarified . More..

Something that drives these other topics is to remain inquisitive. Learn to ask questions in a way to elicit information and start conversations and really listen, not just to craft a response. This requires a lot of practice and developing the ability to hear beyond the words.