Here's how you can kickstart your journey to learn about Customer Experience as a beginner.

As a beginner in customer service, applying practical theories is key. These theories, which cover aspects like communication and problem-solving, guide your interactions with customers. By applying them, you can work efficiently and effectively, meeting customer needs quickly and correctly. So, don’t hesitate to learn and apply these theories in your role. Yes, you can!

As a beginner, diving into the world of customer experience (CX) can be exciting. Here are some steps to kickstart your journey: Understand What CX Is: Customer Experience (CX) refers to the overall perception a customer has of your brand based on their interactions with your products, services, and touchpoints. It’s about creating positive emotions, meeting needs, and ensuring satisfaction throughout the customer journey. Learn the Basics: Explore resources like the HubSpot Blog, which offers beginner-friendly content on CX. Check out Qualtrics’ Beginner’s Guide to CX Design for insights into creating engaging experiences.

Para garantir a melhor experiência ao cliente, devemos considerar alguns pontos chave na negociação. 1° A expectativa do cliente foi atendida? 2° O que ele esperava estava dentro de sua realidade? 3° Você poderia ter entregado algo a mais? Ao meu ponto de vista, esses são os três principais pilares que servem como base para garantir que seu cliente terá a melhor experiência possível. Lembrando que, ter uma boa experiência não significa fechar um pedido, ganhar desconto, ou ter um brinde. Vai além, significa que toda vez que aquele cliente precisar de algo, mesmo que não seja de sua linha, ele vai se lembrar de você e consulta-lo. Isso é ser vendedor.

Reflect on your own experiences as a customer—consider how certain brands have made you feel valued and important! Was it through personalized interactions, fast issue resolution, or thoughtful reach outs and follow-ups? On the flip side, think about times when brands fell short, leaving you feeling neglected or frustrated. These personal insights can provide a strong foundation for understanding key concepts like customer satisfaction, loyalty, and retention.

Creo que es muy importante poder conocer a las voces autorizadas en temas de Customer Experience. Existen distintas instituciones, asociaciones y espacios donde puedes compartir conocimientos y, sobre todo, aprender de quienes llevan más tiempo en esto. Personalmente creo que se debe evitar un poco a los fanfarrones que "crean contenido" solamente por crearlo y hay que prestar atención a quienes desarrollan en profundidad ciertos temas asociados a Customer Experience. Personalmente creo que es importante conocer de la metolodogía tras esta disciplina por lo que emprender el Journey en una universidad o asociación es una muy buena idea. Tengo la suerte de participar en DEC, UCM, Cisco, entre otras y todas me resultaron tremendamente útiles

Kickstarting your journey in Customer Experience (CX) as a beginner involves learning from experts. Start by reading essential books like "The Effortless Experience" and "Outside In," authored by industry leaders. Enroll in courses from CXPA or LinkedIn Learning, which feature insights from seasoned professionals. Engage with the CX community on LinkedIn, where experts regularly share their knowledge and experiences. Attend webinars, workshops, and conferences to hear directly from thought leaders. When I started, I sought mentorship from experienced CX professionals, gaining invaluable insights that helped shape my approach. Learning directly from experts is key to building a robust foundation in CX.

Siempre me ha parecido curioso que se sostengan análisis de Customer Experience de grandes empresas, pioneras en sus respectivos mercados siendo que la realidad de muchas organizaciones dista enormemente de ellas. Existen diferencias presupuestarias, culturales, regionales y un sinfin de variables en las que es importante hacer una pausa antes de utilizar alguna experiencia externa como ejemplo. Por contraparte, creo que es muy interesante analizar experiencias y ejemplos de otras empresas de la misma industria, que están construyendo de forma paralela sus programas de VoC o de CX Management. Considero que en ello existe una tremenda riqueza de información que te permitirá tener una perspectiva aterrizada y real de cómo gestionar CX

Creo que aquí es donde se traduce todo el conocimiento incorporado en el journey de Customer Experience. La teoría deja bastante claras algunas cosas pero lo cierto, es que la realidad supera por mucho las expectativas. Es importante saber cómo ejecutar determinadas acciones respaldadas metodológicamente dado que permiten sustentar decisiones que se toman en entornos empresariales reales. Sin embargo, considero más importante aún, presentar una postura flexible ante la realidad y ajustar la teoría a las situaciones que acontecen en cada organización. Para mi, la clave es poner al cliente al centro de la operación y no perder oportunidad para involucrar la visión del cliente en cada reunión, conversación, planificación o desarrollo interno.