DreamValidator’s Post

I’m helping a customer with their organisational design to put a greater focus on Customer Experience. It’s a part of the job I love and I was reflecting back on the “real” role of someone who is charged with creating structure, value and influence around CX. Going straight into setting up a bespoke CX function can be too much too soon for many organisations. A common stepping stone is for a colleague in an existing function – often Customer Service, Marketing or Operations - to be given the initial responsibilities. They find the starting point, create a roadmap and build momentum. But even that interim step can be met with “Ok, how do we actually make it happen?”. Behind the lofty ambitions on the posters and standard job descriptions, that person is going to have a lot on their plate. In reality they are also are mindset shifters, reality checkers and silo dismantlers. They build confidence, they join dots, they help others ‘get it’ and they persevere to show the true strategic and economic benefits a focus on CX can bring. More thoughts on the topic at the link below – please add your own thoughts on what it really takes to drive an effective Customer Experience programme! https://lnkd.in/dAnxecdp #customerexperience

Three Ways to Elevate Your Customer Experience Exceptional customer experiences have never been more crucial. While long-term strategic planning is paramount for operational success, here are three refined, immediate actions that can create lasting value for your customers: 1️⃣ Listen Intentionally: Engage in genuine, meaningful dialogue. Leaders who prioritise active listening—not just hearing—foster deeper relationships and ensure that customers feel valued and understood. 2️⃣ Curate Unique Moments: Thoughtful, personalised touches—whether it’s a surprise upgrade or bespoke service—create memorable experiences that resonate far beyond the immediate transaction. Elevate the ordinary into the extraordinary. 3️⃣ Lead with Transparency: In an era defined by trust, clarity and authenticity are the cornerstones of sustainable relationships. Being open and transparent builds long-term loyalty and respect. While strategy lays the foundation for operational excellence, it’s these small, high-impact gestures that set industry leaders apart. Customers don’t just want transactions; they seek meaningful, human connections. By focusing on these areas, your organisation can not only meet expectations but exceed them. #ExecutiveLeadership #CustomerExperience #StrategicSuccess #BusinessExcellence #TheCustomerWhisperer The Customer Whisperer TV Insight with Passion Consultancy Hardcastle Collective

The customer experience happens/is formed at or with the frontline. Here's why that's a misconception: Cross-functional impact: Customer experience is influenced by work that happens in various departments, including marketing, product development, operations, finance, and more. Pre-purchase and post-purchase interactions: Customer experience encompasses the entire customer journey, from initial awareness and consideration to purchase and post-purchase. Systems and processes: Customer experience is also influenced by the systems, processes, policies, and technologies that support customer interactions. Organizational culture and leadership: The culture and, hence, the values of an organization, as well as the leadership’s commitment to customer-centricity, also play a significant role in shaping the customer experience. For details on each of those reasons and how you can overcome the misconception in your organization: https://lnkd.in/gmFFY4b2 #customerexperience #employeeexperience

Is creating a world-class customer experience more of an art or a science? The truth is, it's a bit of both, but there are some fundamental dos and don'ts when it comes to getting it right. A few of the big ones for me are... Dos ✅ Prioritise Active Listening ↳ It strengthens relationships and fosters trust. ✅ Leverage Technology ↳ It helps in delivering personalised experiences, expedites issue resolution and it helps us to scale. ✅ Align with Business Goals ↳ It ensures that your customer success strategy supports your overall organisational objectives and that it delivers value. Don'ts ❌ Skip or Ignore Feedback ↳ It can lead to a disconnect and missed opportunities for improvement. ❌ Forget Training ↳ It can result in customer support challenges and miscommunication. ❌ Forget to Measure Success ↳ It can make it tough to identify areas of improvement and strategise for growth. Any I've missed? #customersuccess #customerexperience #businessstrategy #innovation

“Executives across all domains need to speak with customers on a regular basis to better understand what they like about their experiences with the company, and what they don’t like, personally following the customer journey — stepping outside and purchasing a product or service, and contacting the organization from the outside through various channels will provide a first-hand glimpse of CX in action. Customer experience needs to be front and center in management decision-making. It takes an enterprise to deliver superior CX, and business leaders need to make this happen and be fully immersed in it as if their business depends on it. Because it does.”

In today's dynamic market, customers are unpredictable, with ever-changing preferences. A satisfied customer may not return, so it's crucial for CX managers to continuously enhance the customer experience. Key Roles of a Customer Experience Manager: 1. Understand Your Customers: Develop detailed personas to grasp the unique needs, pain points, and behaviors of your diverse customer base. Tailor experiences accordingly. 2. Foster Cross-Department Relations: Align teams on shared customer experience goals, encouraging collaboration towards improved customer satisfaction. 3. Leverage Data: Use customer data to personalize interactions at every touchpoint, fostering loyalty and satisfaction. Elevate your CX strategy by mastering these roles. Join us this November in Amsterdam to dive deeper into the world of Customer Experience Management. Visit our website for details. #CX #CustomerExperience #Marketing #Communications #Summit #Event

Customer Experience (CX) is no longer a “nice-to-have” but is a core driver of business performance, and is most successful when it is driven from the top down and integrated into the DNA of the organization. Read more about CX and how it starts with leadership in the most successful companies in this CustomerThink article by Eric Karofsky of VectorHX.

Focus on customer centricity. But, don't make it centered on one team. Allow all of your teams to be in on your customer centricity strategy and planning. "Democratizing customer centricity fosters collaboration across departments, ensuring all teams contribute to a cohesive customer experience." Communication is key, as well as opening the floor from one department to the others. You're all in this together when it comes to creating the best possible outcomes for customers. #CustomerCentricity #CustomerSatisfaction #Communication

Thinking of hiring a Senior Director, Chief Customer Officer or Leader in Customer Experience in 2024? These short top tip questions include a 'Must ask' question before you and your business considers any future Customer Experience Director, Chief Customer Officer, or other senior CX appointment and will help you hire a Customer Experience professional who is more likely to deliver your goals, be more successful and stay with you for longer. https://lnkd.in/dYwiCt3p #chiefcustomerofficer #cxdirector #customerexperience #headofcustomerexperience

🎉 Excited to share that I’ve earned a new certificate in 10 Pillars of Customer Experience! 🚀 This certification has provided me with valuable insights and skills in Customer Experience, which are : 1. Vision and Goal: Establish a clear vision and set ambitious goals for your customer experience. This ensures every action aligns with your company’s mission and delights your customers. 2. Employee Engagement: Engaged employees are the backbone of an exceptional experience. Cultivate a culture of recognition and growth to keep your team inspired and committed. 3. Voice of Customer: Listen closely to your customers. Their feedback is gold, offering insights that can transform your products and services for the better. 4. Customer Service: Provide stellar support at every touchpoint. Be responsive, empathetic, and proactive in addressing issues and meeting customer needs. 5. Customer Narrative: Understand and share your customers' stories. These narratives foster deeper connections and help tailor experiences to meet their unique needs. 6. Processes and Technology: Optimize processes and utilize cutting-edge technology. This enhances efficiency, allowing your team to focus on creating personalized and meaningful interactions. 7. Customer Advocacy: Be a champion for your customers. Build strong relationships and empower your team to act in the best interest of those you serve. 8. Innovation: Embrace continuous innovation. Seek out new ways to enhance the customer experience, whether through new technologies or reimagined interactions. 9. Investment: Invest in your people and tools. Providing training, development, and the right resources equips your team to deliver outstanding experiences. 10. Leadership: Lead by example. Show unwavering commitment to customer experience excellence and inspire your team to follow suit. I’m eager to apply this knowledge to my work and continue growing in my career. #CustomerExperience #Leadership #Innovation #EmployeeEngagement #CustomerSatisfaction #ProfessionalDevelopment #LifelongLearning #NewSkills #CareerGrowth