Michelle Ansell’s Post

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

Understanding the Role: Chief Experience Officer Job Description Understanding the Role: Chief Experience Officer Job Description In today’s competitive market, delivering exceptional customer experiences is paramount to sustained business success. This crucial task often falls to the Chief Experience Officer, commonly referred to as the CXO. As companies continue to realize the importance of customer-centric strategies, the role of the Chief Experience Officer […] The post Understanding the Role: Chief Experience Officer Job Description first appeared on Surprise With Delight. 𝗦𝗵𝗮𝗿𝗲 𝗮𝗻𝗱 𝘀𝘁𝗮𝗿𝘁 𝗮 𝗴𝗿𝗼𝘂𝗽 𝗱𝗶𝘀𝗰𝘂𝘀𝘀𝗶𝗼𝗻!

It's time for companies to take customer experience more seriously, whether that's by investing more into CX strategy, or, in the case of contact centres, hiring more employees. The statistics speak for themselves: ❗ Last year, 62% of companies didn’t respond to customer service emails. ❗ 54% of consumers said brands treat customer service as an afterthought. ❗ 61% of CX leaders report an increase in total calls. The numbers alone prove why prioritising CX is no longer a preference, but a necessity, for companies hoping to increase or maintain customer loyalty, and in turn, sales. If you're looking to grow your CX team, drop us a message - CX is our bread and butter! Reach out at info@sudalesearch.co.uk #CX #CustomerExperience #Hiring #Recruitment

This is a rather new trend! Do we need a 'Chief Experience Officer' role? Or every Top Execs need to drive it (customer experience)! 💹 A person driving the 'customer experience' is a good concept, focussing on customers in a B2C/D2C environment. Though other executives need to be completely in sync (and supportive) with the requirements of this role! 💡 #business #cxo #customerexperience #userexperience #growth https://lnkd.in/dDQAtKu4

CX Agents by CX Agents We started on the front-lines by answering thousands of email tickets and phone calls ourselves at Bonobos. We then moved upwards and onwards into manager, director, VP and C-level roles across multiple brands. Along the way, we developed a POV on what customer service/support can/should be. And how a team should be built, how tools should be utilized and how to manage with metrics. It’s not a secret. It’s not a science. It’s an art that we have carefully crafted over the years. Said differently, we learned by doing it! #customerservice #cx #ecommerce

Make Customer Experience Governance Part of Basic Job Responsibilities What is Governance? The set of rules and practices that guide and regulate a company. One of the roles that Customer Experience Leadership focuses on is governance, which requires the organization to manage the customer experience proactively. The phrase Governance may conjure up visions of executives in closed-door meetings discussing compliance. Yes, teams of senior decision-makers are an important component of governance in many organizations. However, governance is not about a committee issuing edicts from above. And are not advocating that you, as a police officer, issue fines for customer experience offenses. In reality, governance models are as diverse as the organizations they serve. Many firms across the world have centralized customer experience steering committees composed of employees from various departments and roles. to serve on a board of directors and provide a customer experience perspective to all board actions. No matter what organizational model we choose to implement, governance will drive accountability by assigning specific customer experience management tasks to specific people, assisting in the development of new business processes and establishing oversight across all company customer experience initiatives.  #Customerservice, #Contactcenter, #Customersatisfaction, #Customerretention #Governance

💭 CX Thought of the Day 🎩 The "Customer Hat" edition I recently read an insightful post from Dan Gingiss which touched on a topic near and dear to me. Before I officially transitioned to customer experience several years ago, many of my IT Operations colleagues (eventually) grew accustomed to me saying, "OK, now that we know what WE think, I'm going to put on my Customer Hat so we can look at it from their perspective." 🪑 I say "eventually" parenthetically, because the first time I used that phrase in an IT context, I was a newly-promoted Service Desk supervisor who'd graciously been given a seat at the Change Control Board table. 📞 It was a non-voting seat and supposed to be for awareness only - so the frontline support desk would stop complaining, "Like the customers, we too had no idea that change which generated hundreds of calls was coming." 🤐 The expectation seemingly was that I'd be a good boy and keep my mouth shut as the grownups spoke about adult matters. 🦞 When I spoke up anyway, all my IT coworkers seated around that table looked at me like I had lobsters crawling out of my ears. What they didn't know was that IT was a second career for me. 💰 My first career was in business - primarily in profit center, revenue-generating sales and sales management functions. So when I chimed in, it was to bring a business perspective to the conversation that had been lacking before. 🗳️ And "eventually" they grew to respect the viewpoint that I brought to the table - and even gave me the right to not just vote but to VETO upcoming changes that were overly stressful for customers or for which support readiness was lacking. 👉🏼 Bottom line: Try on that Customer Hat before making a decision that impacts the customer experience. Go for the Goldilocks fit. If it's too tight or too loose, try a different size... or an altogether different hat. 🔗 Link to Dan's post in comments. Photo credit: Brim on Fifth #itoperations #itops #itservicemanagement #ITSM #ITXM #experiencemanagement #customerexperience #CX #changemanagement

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

My honest, unfiltered thoughts about a career in customer experience. Lots of people reach out to me to find out if a CX career is for them. After a quick conversation with them honestly, I can tell whether it's for them or not. How do I tell that? I tell them based on the presence of the following skills: 1) Empathy:  Empathy is at the heart of CX. Understanding and connecting with customers on an emotional level is essential for providing a great customer experience. 2) Effective Communication Skills:  Effective communication, both written and verbal, is critical for conveying information, addressing customer needs, and collaborating with team members. 3) Problem-Solving Abilities:  CX often involves resolving customer issues and finding solutions. Strong problem-solving skills are vital for identifying and addressing pain points. 4) Customer-Centric Mindset:  A genuine focus on the customer's needs and satisfaction is fundamental to success in CX. Prioritizing the customer's best interests is key. 5) Adaptability:  The CX landscape is constantly changing, and professionals in this field need to be adaptable, open to change, and stay current with evolving customer expectations and industry trends. These characteristics serve as a strong foundation for individuals seeking a career in CX. They encompass empathy, communication, problem-solving, customer-centricity, and adaptability—traits essential for delivering exceptional customer experiences and driving success in this field. If they don’t have these then perhaps they are leaning their ladder against the wrong wall. Do you agree? #CX #CustomerExperience #CCXP

I can't stand post-departure criticism ❌ . . . One big challenge (opportunity) in customer experience and customer success programs is that they need continuous adaptation. When taking on a new role or position related to #cx and CS, it is crucial to respect and acknowledge the efforts and strategies implemented by our predecessor. Just because there might be new tasks or changes to be made doesn't necessarily mean that the previous approach or efforts were inadequate or of low quality. We can adopt a respectful approach to building new initiatives, or build upon existing ones. Btw this principle applies to ourselves as well; when we need to make changes, we should be kind to ourselves, recognizing that what we previously built is great and just needs to evolve. What do you think? #inspire #customerexperience #customersuccess #companyculture