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9 traps to avoid as a customer experience leader Number 7 will get you fired. 1️⃣ Ignoring front-line employee feedback 2️⃣ Not understanding the CEO’s objectives 3️⃣ Championing CX as "the right thing to do" 4️⃣ Favoring survey data over customer behaviors 5️⃣ Neglecting the importance of “closing the loop” 6️⃣ Installing listening posts before you understand the journey 7️⃣ Investing in expensive tech without stakeholder buy-in for action 8️⃣ Forgetting to measure the baseline performance before improvements 9️⃣ Excluding stakeholders from Human Resources, Finance, and Information Technology What would you add? #customerexperience

Curious about Customer Experience (CX) but not sure where to start? Our Introduction to CX is a 4-hour online workshop delivered by global expert Daniel Ord. Drawn from our leading CX Management / CCXP Exam Preparation 18-hour workshop, the May 2024 Introduction to Customer Experience course provides a high-level overview of Customer Experience Management. We cover what CX is, what it looks like and why it matters. We’ll also cover how it compares and contrasts to Customer Service (as there is a lot of confusion) so you’ll be able to actively facilitate and engage in CX conversations and understand how CX can improve profitability and employee engagement and, of course, create happier customers. If CX Transformation is on your radar, this one workshop not to be missed! #cx #customerexperience #cxtransformation

Positive Behavior = Positive Results 🌟 There is a known quote out there that "It is not what you say, but how you say it." Traditional training often zeroes in on processes and technical skills, but here’s the truth: employee behavior is the game-changer in creating exceptional customer experiences. 💡 It’s not just about telling your team to make customers happy—it’s about focusing on the specific behaviors that truly drive results. People Skills Training! Empower your front-line workers with the right mindset and actions, and watch the magic happen. ✨ #FraCXion #CustomerExperience #TrainingMatters #BehaviorDrivesResults #CXInnovation https://1l.ink/QJGJRPZ

There’s one thing the most successful customer experience transitions share: They’re all backed by a customer-obsessed culture. But creating a customer-centered organization doesn’t just happen on its own. Here’s how to rally teams around the customer and deliver experiences that create crazy-loyal customers: https://hubs.ly/Q02qrLFb0 #CXStrategy #CXConsulting

Positive Behavior = Positive Results 🌟 There is a known quote out there that "It is not what you say, but how you say it." Traditional training often zeroes in on processes and technical skills, but here’s the truth: employee behavior is the game-changer in creating exceptional customer experiences. 💡 It’s not just about telling your team to make customers happy—it’s about focusing on the specific behaviors that truly drive results. People Skills Training! Empower your front-line workers with the right mindset and actions, and watch the magic happen. ✨ #FraCXion #CustomerExperience #TrainingMatters #BehaviorDrivesResults #CXInnovation https://1l.ink/QJGJRPZ

Imagine a workplace where every voice is heard, ideas are freely exchanged, and growth thrives. This is the power of psychological safety—a cornerstone of exceptional customer experiences. In the first CXBS episode of the year, tune in as Karl Sharicz and Sandy Mathis explore the secrets to building a fearless culture where feedback is welcomed and celebrated. Takeaways: - How to create a culture of psychological safety within your teams. - The critical role of vulnerability in fostering open and honest communication. - Practical steps to normalize feedback conversations and develop feedback literacy across all levels. Don’t miss this opportunity to elevate your CX strategies and join a conversation that promises to be insightful and actionable. About the Guest Speaker: Sandy Mathis is a Certified Customer Experience Professional (CCXP) and Project Management Professional (PMP) with over 25 years of experience driving customer-centric transformation. As a Customer Experience Strategist at Microsoft, she focuses on developing innovative solutions that improve customer experiences through digital and AI-powered approaches. Sandy is also a sought-after speaker and author, sharing her expertise in customer experience, digital transformation, and employee engagement. In her free time, Sandy can be found locally trying power walking a local trail, trying a new restaurant or recipe, spending time with her fur child, Bella, or traveling with her scuba gear or skis in tow. #SandyMathis #CustomerExperience #Microsoft #KarlSharicz #ManjiriPatwardhan #RajSivasubramanian #PaulinaRodriguez #QuestionPro

Another CX Mistake to Avoid in 2025 is Ignoring Employee Feedback Your frontline employees are the backbone of customer experience—they interact with customers daily, hear their concerns firsthand, and understand operational pain points. Ignoring their feedback can lead to disconnection between strategy and execution, low morale, and missed opportunities for innovation. Empower your team by: Creating feedback loops. Involving them in CX decisions. Acting on their insights. Remember, engaged employees drive better customer outcomes. Happy employees = Happy customers! What are you doing to include employees in your CX strategy this year? #CXSTRATEGY #FEEDBACKS

Feeling like a CX Unicorn? We can Tame the Chaos. Do you ever feel as a CX Manager that you are responsible for everything from happy customers to smooth operations, yet mythical in your ability to achieve it all? You're not alone. Juggling diverse customer needs, keeping up with ever-changing expectations, and driving results can feel like wrangling a stampede of unicorns. Our CX Management Training equips you with the tools and strategies to transform that chaos into customer satisfaction magic. ✨ Here's how we'll help you slay your CX dragons: 🪄Craft a Flawless Customer Journey: Map out every touchpoint and identify areas for improvement. (No more unicorn tears!) 🪄Master the Feedback Loop: Harness the power of customer insights to continuously optimize your approach. (Goodbye, frustration!) 🪄Empower Your Team: Develop a customer-centric culture that fosters ownership and innovation. (Say hello to a happy, motivated team!) Stop feeling like a mythical creature and become the CX champion your customers deserve. Enroll in our training today! https://lnkd.in/e667gaAQ #CXManagement #CustomerExperience #Training #UnicornPower

Customer Experience Management includes the Five Competencies of CX Success, proven methodology for CX programs. - Culture and Leadership: How to gain executive sponsorship, publish CX values, align departments on common customer objectives, and benchmark against competitors. - Customer Experience Management System: How to capture feedback at each customer touchpoint, close the loop with customers, and drive operational improvement. - Customer Intelligence: How to gather holistic, authoritative views of customers and drive systematic, strategic initiatives to improve customer outcomes. - Connected Employees: How to measure and act on employee engagement and instill customer-centricity across the ranks. - Continuous Innovation: How to build programs that scale quickly and test continuously to drive continuous customer experience improvement. #Customerexperience

Building a Customer-Centric Culture Across Your Organization A customer-centric culture isn't just a strategy; it's a mindset that empowers every team to prioritize customer success. Companies that focus on creating exceptional customer experiences consistently outperform their competitors. Here’s how to build and foster a customer-centric culture across your organization: Start from the Top Leadership sets the tone. Ensure executives champion customer-centric values, modeling the behaviors and attitudes you want to see across teams. Align Goals Across Departments Every department impacts the customer journey. From sales to product development, align team goals to prioritize customer satisfaction and success. Empower Employees Provide teams with the tools, training, and authority to make customer-focused decisions. Empowerment leads to innovation and faster problem-solving. Listen and Act on Feedback Collect customer feedback regularly and turn insights into actionable improvements. Show customers their voices matter by implementing their suggestions. Celebrate Customer Wins Share customer success stories internally and recognize teams for their contributions. This reinforces the importance of customer focus and motivates employees to go the extra mile. Measure What Matters Track customer satisfaction metrics like NPS, CSAT, and retention rates. Use these data points to guide decision-making and continuously improve the customer experience. By embedding customer-centricity into your organization’s DNA, you’ll build trust, foster loyalty, and drive long-term growth. #CustomerSuccess #CustomerCentricity #BusinessGrowth #CustomerExperience #Leadership