I’m constantly focussed on new ways to maximize customer satisfaction (beyond price factors) and increase employee engagement. Whether I am at my day job or on vacation, my CX hat is on. I pay attention to everything, including how employees communicate with customers as well as how employees interact with one another. My recent trip was no different when visiting The Lodge At Woodloch with my family. I could write a book about my Woodloch experience, however, there’s a specific CX example that impressed me the most. Continue Reading →
There’s an increasing amount of conversations about Women and Leadership, and I love it! I believe that the next generation, including my own daughter, will have more opportunities to share their voice, without judgments, and pursue jobs that had been traditionally filled by men.
I’m writing this article for two reasons:
1. To encourage people, especially women, to build their skills and focus on a career in the Customer Experience field.
CX is not a fad. It’s here to stay and reputable companies are seeking expertise. Voxpro interviewed five women leaders who talk about the need for females in high-level customer-focused roles. I couldn’t agree more. You can read about what the ladies had to say in an informative article: “Why We Need More Women Leaders in CX.”
2. To Inspire women to pursue their passions.
I’ve learned a lot over the past 20 years working in large and small companies. I know first hand the challenges in pursuing a career while balancing parenthood. I am elated that more companies are committed to creating a culture where women matter and employee diversity is valued. Below is a recap of a recent interview of me in honor of International Women’s History month. I hope it serves as inspiration for all my readers.
Q: Explain what you do in your role.
A: I’m currently the Director of Customer Experience, leading a team focussed on delivering best-in-class Customer Excellence and Employee Engagement that serves as a brand differentiator. My role includes establishing & implementing innovative Voice of Customer (VOC) initiatives that provide a deep understanding of how customers interact & feel across all touch points. I’m also leveraging data, including Voice of Employee (VOE) feedback, to enhance customer journeys, and collaborating with cross-team to “close the loop” resulting in record high customer Net Promoter (NPS) scores.
Q: Why is gender equality important?
A: Gender equality is important because all people deserve access to the same resources and opportunities. If two individuals with similar skills & education apply for the same job or promotion, there should be no difference in the evaluation process. Unfortunately, equality has not been the case over time and I’ve witnessed this. I am very glad there is now a cultural shift so that my kids benefit in positive ways.
Q: What have you overcome to get where you are today?
A: I have overcome “inclusion” situations in past workplaces. For example, there’s been a multitude of times that I was not invited to all male meetings, even when my level or related positions were in the room and topics pertained to my job. I’ve overcome challenges by communicating tactfully with people and articulating the value I bring, so they’d understand my perspective and need for inclusion. While self-advocacy is not easy, it is essential and a contributing factor for my success.
Q: What would your advice be to the next generation of women aspiring to get advance their careers?
A: I encourage everyone, especially women, to communicate openly and honestly, and deal with uncomfortable situations head-on versus an avoidance approach. Be impeccable with your words and choose the right moments to contribute. You have 2 ears and 1 mouth. Use them accordingly. Also, always be learning and advancing your skills through formal and informal education. I obtained my MBA years ago but continue to get certifications from prestigious institutions to sustain my position as a credible thought leader. (Read more about my Rutgers CX Course)
Q: What has been the most pivotal piece of advice you’ve received in your career?
A: There will ALWAYS be obstacles. Know what you can control and focus your time and effort on those things. People often say “No” without even thinking about situations, but there IS a path to “Yes!” Be creative and figure it out!
Q: Do you have a female role model that helped you get to where you are today?
A: Executive Director Stacey Aaron-Domanico from my former job at Verizon, taught me about leadership and authenticity through her actions and words. We are still connected, and she inspires me to be amazing and genuine in everything I do.
INCREASE YOUR CX SKILLS & TRANSFORM YOUR ORGANIZATION
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*Opinions expressed are Stacy’s alone and do not reflect the opinions of or imply the endorsement of employers or other organizations.
How many times have you gone to a restaurant that does not take reservations and felt frustrated about the wait time? If you’re like me, it is too many to count.
While many companies tend to focus on customer experiences at the point people are actually using products and receiving services, brand perception and customer judgments occur much earlier in the customer journey. People don’t care if there are internal company process challenges. If expectations are not met, customers will go elsewhere.
Editor’s Note: Below is a guest post from Customer Experience Design professional Jose Mateo. Jose shares his thoughts in the power of design thinking and the importance of creating customer-centric experiences.
For some time, applying Design Thinking as an approach to human-centered design, and examining how it amplifies (or benefits from) other frameworks, has been my obsession.
The Design Thinking Toolkit
The Design Thinking Toolkit offers a framework and a common language for design efforts. This framework is driven by a mindset that puts the customer at the center of the design effort. Applying the design thinking mindset has helped me improve, re-design, or completely re-imagine physical spaces, sites, and seamless omni-channel Customer Journeys.
Design that Doesn’t Delight
When it comes to experience design efforts, I have had successes. However, the reality is Customer Experience design efforts often flounder. In fact, I have even led and participated in efforts that had no impact.
Despite hard work, and the fact that these efforts had real potential to delight the customer, they died a slow death. Or worse, they became zombies: pet projects that burn resources and do not tangibly impact Customer Experience.
Why Do Experience Design Efforts Fail?
We know that great Customer Experiences are necessary to win with Customers and against top competitors. So, why do so many efforts fail, even though they have the potential to create better Customer Experiences? Some cite that up to 70% of Experience Design efforts do not materialize into improvements that actually touch customers.
There is a simple reason these efforts do not succeed. They do not succeed because they are not framed, funded, completed or re-purposed in the context of a clearly articulated Business Strategy.
how Customer Experience Design efforts benefit from a Business Strategy
A well articulated Business Strategy has a Measurement System that includes Financial Metrics. These can re-confirm, amplify, or complement NPS (Net Promoter Score), CSAT (Customer Satisfaction), and other metrics that can justify Customer Experience Design efforts.
Cross Functional Alignment
Typically, the exercise to formulate a Business Strategy is sponsored by a Leader at the very top. Often, that is the CEO or the P/L owner. This effort includes participation and explicit buy-in from top functional Leaders.
That explicit buy-in is a solid base from which to acquire active cross-functional engagement. This engagement is necessary to deliver customer-centric experiences.
60% of Consultancy Services and Experience Design Professionals cite differing functional priorities as the leading cause of failures for Experience Design Efforts.
Executive Governance and Support
Connect with Jose Mateo
More from DoingCXRight
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All opinions expressed on the DoingCXRight Blog and site pages are the authors’ alone and do not reflect the opinions of or imply the endorsement of employers or other organizations.
Does Customer Experience matter more for B2C companies (business to consumer) or B2B (business to business)? The answer is they both matter equally. The reason is because people buy from people. Continue Reading →
My obsession for Customer Experience (CX) started when I received a package in the mail on a random afternoon. I was not anticipating the delivery of a large box with a label that said, “To Stacy, From Stacy.” Continue reading “HOW 1 EXPERIENCE STARTED MY CX PASSION”
Customer friction is a key factor in why people abandon a website, leave a store without buying, disconnect from a monthly service plan, and the list goes on. In previous articles, I’ve written about the need to make the customer journey SIMPLE, EASY and PROBLEM-FREE. This includes the post-purchase return experience. Today, I’m pleased to share a guest post by Customer Service Expert & Author, Shep Hyken, who knows a lot about Customer Convenience. Continue Reading →
The new year has arrived. Holiday gift giving is officially over. Like other families, mine is enjoying their presents – especially the electronic ones. While purchasing new devices and setting them up has gone smoothly, obtaining help to address product questions has been easy in some cases and frustrating in others. No matter how much I love a product, if getting help requires a high level of effort, I often return the item and tell friends to shop elsewhere. Continue Reading →
Delivering great customer experiences has become a top priority for many companies. Given the increased focus, employees with CX skills are in great demand. While on the job training and reading books provide great learnings, completing a formal CX certification program can accelerate one’s career.
Consequently, I decided to take my customer experience knowledge to the next level. I explored a variety of programs that would expand my understanding of CX best practices and teach me new methodologies. After evaluating different schools, I chose Rutgers University.
5 Reasons I Recommend Rutgers CX Certification Program
- The course content is very relevant and applicable. Students gain access to helpful tools and templates that they can bring back to their jobs to make an impact.
- Classes are taught by top executives and leaders who share meaningful examples that reinforce the CX coursework. Topics include developing personas and journey maps, CX measurements, building a CX culture and more.
- The program offers much flexibility. People can take the course online over 8 weeks, or offline in a classroom setting for 4 days.
- Rutgers provides incredible networking opportunities. I met many smart people who have instituted successful customer-centric programs in their workplace. I loved all the knowledge sharing in and out of the classroom.
- It is a real, university-backed program – not a seminar or conference.
Interested in learning more?
Watch the video below to hear about my personal experience. Feel free to contact me any time about the curriculum too. Detailed course information and class dates are also available on Rutgers’s website.
Want to Save 20% OFF THE TUITION COST?
I’ve been able to get DoingCXRight readers a 20% discount for the CX course as well as three other classes: Cyber Security, Design Thinking, and Big Data. Simply subscribe to my blog to receive the promo code, which you can use any time during program registration.
P.s. Classes fill up quickly. I suggest you sign up now with the option to pay later.
*All opinions expressed are mine alone and do not reflect the opinions of or imply the endorsement of employers or other organizations.
Customers have increasingly high expectations and demands for better shopping experiences. We just ended the holiday season, when purchasing is at its highest, but customers pay attention to their experiences and make buying decisions based on satisfaction all year round.
Easy access to products and services leveraging mobile apps us a key factor in that customer experience. The following statistics emphasize my point: Continue Reading →