How can you develop customer experience skills while working full time?

Learning from the feedback is essential part of developing the customer experience. 1. Analyse each of the customer feedback - Continue doing the right things. Improvise on the deltas. 2. Identify why the detractors - Go to the granularity of the detractors and map them on core pillars of CX. Once mapped, check what can be prioritised and put across the roadmap for implementation. 3. Recirculate the feedback closures - along with analysing and going through the feedback, close looping the feedback makes a difference. 4. Benchmarking - Keep checking the market trend setters and impact being created. This helps up the game in the world of CX.

Learning CX skills along with the job offers can be both challenging and fulfilling. Here are the ways one can develop CX Skills: Practice Learning About Customer Needs: Take the time to understand your customers' needs and expectations. Make it a practice. Build Empathy: Build empathy towards customers. Try to see things from customer's perspective. Get Certified: Work to acquire credible CX Certification. Network: Connect with professionals in the customer experience field. On the other side of these efforts, one will have valuable CX skills.

Los comentarios de nuestros clientes son tan importantes, que se debe priorizar a través de: 1. Escucha Activa: Dedica tiempo constantemente para revisar los comentarios de los clientes por medio de encuestas, comentarios en redes sociales, correos electrónicos, focus group, etc. Escucha con empatía, lo que dicen los clientes, sin prejuicios y trata de comprender sus necesidades y expectativas. 2. Prioriza Comentarios Críticos: Identifica los comentarios negativos y trabaja en abordar esas preocupaciones, para la mejora y el aprendizaje. 3. Genera un Diálogo Continuo: Establece un diálogo continuo con los clientes a través de diferentes canales, en redes sociales, foros, correos, para informarnos de sus necesidades en tiempo real. #RG

Try to pay close attention to customer feedback, both direct and indirect. This means not only listening to what they say, but also understanding the underlying sentiments. Don't hesitate to ask customers for their opinions on your service. Use surveys, feedback forms or direct conversations. Reflect on the feedback received; identify common themes or areas for improvement. Implement changes based on the feedback received. For example, a consultant might notice several customers mentioning long wait times. By acknwoledging this feedback and working with the team to reduce wait times, the representative improves the overall customer experience.

Aprender com o dia a dia conectando estratégias com a sua jornada de trabalho podem ser eficazes, e eu acredito que estes 3 pontos podem elevar o seu conhecimento no tema experiência do cliente: - Entenda quem é o seu cliente, a sua necessidade, o que gera valor e agrega no seu dia a dia, sendo assim, dedique tempo para estudar; - Analise seus dados, a fonte de contato do cliente com a empresa é repleta de insights e com eles podemos tirar muitos aprendizados; - Defina objetivos e dedique tempo fora da sua jornada para desenvolver pontos que acredita ser essencial para o tema de experiência, benchmarking, cursos e certificações são opções que com certeza vão te agregar muito conhecimento.

I'm a huge proponent of reading and watching valuable sources to gain customer experience skills that will benefit your career and personal brand as well as the company you work for. There are many to choose from, including my podcast and blog, that are FREE resources to help you achieve goals. (DoingCXRight.com). Pick one and just start. It's never too early or too late.

If you are serious about developing CX skills, I highly recommend these 3 resources: 1) NPSx by Bain & Company Become a Bain Certified CX Practitioner, learn and network with a great CX community 2) Theta CLV by Prof Peter Fader and Daniel McCarthy Learn all about Customer Lifetime Value - what it means, how to estimate and how to maximize it 3) What's CEXy? by Ben Carmichael Ben touches on various CX issues in a very structured way and shares real-world applications

As a working bee in the bustling hive of a full-time job, finding time to hone your CX skills can feel like chasing honey on a windy day. During lunch breaks, commutes, or even those five-minute bathroom escapes, I dive into articles, blogs, and case studies. My morning jogs and evening dishwashing sessions have become epic quests for knowledge thanks to podcasts. Imagine, CX insights swirling around your ears as you conquer chores or conquer the treadmill! When my eyes crave stimulation, I feast on videos and webinars. But it's not just about consuming – it's about active engagement. I take notes, highlight key points, and even discuss what I learn with colleagues or friends.

En este punto lo ideal es validar el journey map puntual del negocio, para la CX. 1. Validar artículos y ejemplos de proyectos o casos de empresas sobre el journey map de la CX, para adaptarlo a tu negocio, verificar si se cumple con una experiencia memorable en cada interacción, desde que se saluda al cliente, hasta el cierre de venta o resolución de reclamo. 2. Validar con clientes, y expertos en la rama, para retroalimentarse e innovar el journey map del negocio, generando una mejora continua en la CX. #RG

Staying abreast of the evolving landscape in customer experience is crucial for personal and professional growth. Engaging in continuous learning through reading and watching validated and valuable sources, such as podcasts, articles, and books, is essential. Both free and paid resources contribute to expanding your knowledge base. Adopting a research-oriented mindset while interacting with customers can provide valuable insights. Continuous improvement is not only a necessity in customer experience but also across various departments. Embrace the opportunity to read and watch, ensuring you remain informed and well-equipped in the dynamic field of customer experience.

One of the ways through which you can expand your skills would be to join professional networks, forums or social media groups where customer service professionals share insights and experiences. Work closely with colleagues from other departments understand various aspects of customer experience. This can include shadowing or cross-training. Participate in workshops and conferences related to CX. These events provide opportunities to learn from experts and network with peers.

Este punto resulta fundamental hoy en día, ya que plataformas como LinkedIn nos brindan la oportunidad de conectarnos con profesionales de todo el mundo. Mientras estás en un momento de descanso aprovecha esta red para conocer las experiencias aplicadas por los profesionales de CX, te aseguro que vas aprender! tanto del éxito como del fracaso. Esta oportunidad única se asemeja a contar con mentores que guían nuestro camino en el aprendizaje y el desarrollo profesional.

Internet is full of resources. You do not always have to go for expensive learning materials. Start with the free resources available and work your way up to acquired priced content, based on the domains that you understand as your specific area of interest.

Este punto resulta fundamental hoy en día, ya que plataformas como LinkedIn nos brindan la oportunidad de conectarnos con profesionales de todo el mundo. Mientras estás en un momento de descanso aprovecha esta red para conocer las experiencias aplicadas por los profesionales de CX, te aseguro que vas aprender! tanto del éxito como del fracaso. Esta oportunidad única se asemeja a contar con mentores que guían nuestro camino en el aprendizaje y el desarrollo profesional.

There are some amazing resources like toolkits and webinars from the CXPA (customer experience professionals association) and certain cities have meet ups and live networking. I also learn a lot from others in the profession here on LinkedIn. Plus, look for opportunities in your current job to improve a customer process. Opportunity is everywhere.

One thing that has worked for me is practicing what I have learnt in my role and seeing how it works first hand. To me, reading and/ or learning without practice is meaningless. Application drives what you have learnt home and the feedback you will recieve will confirm the success or otherwise of the implementation of your learnings.

In my experience, incorporating customer feedback into team discussions has proven beneficial. Sharing real-life customer stories during meetings sparks meaningful conversations and brings a customer-centric focus to our projects. These stories serve as reminders of the impact our work has on individuals, fostering a shared commitment to continuously improve the customer experience.

Some other things you may want to consider is mentoring and/or formal training or courses. Personally, I am not a big fan but I know a lot of people learn best when their is guidance through a set curriculum for an allotted amount of time where learners can remain focused.

Eu criei um projeto pessoal onde passei a compartilhar minhas experiências reais narrando os fatos de forma a explorar oportunidades e ressaltar atitudes que me surpreenderam. Hoje tenho mais de 20 histórias reais documentadas que me ajudaram e que me ajudam a desenvolver um mindset cada vez mais centrado no cliente. Convido a todos a aprender mais com as suas próprias histórias e a compartilharem sempre que desejarem. Importante ressaltar e destacar os aprendizados nessa experiência. Será sucesso, tenho certeza!

Otra opción es validar los colaboradores que estudien estas carreras, de CX y apliquen los casos o proyectos en sus empresas para generar valor, innovación y ventaja Competitiva. #RG