Customer Experience Leadership

It's not enough to know about your product or service, and it's not enough to be an expert in your field. When you're the frontline liaison with the customer, you've got to be a leader. And this goes for sales, customer service, onboarding, and training. And it's not about the numbers. The customer you're working with right here and right now doesn't care about how many sales you've made or how many support calls you've handled. They care about one thing and one thing only: that you care about them. But still, one of the first things I hear when I start working with customer experience people is this: "Jim, I'm not a leader." Well, you might not be a manager, but that's another subject. Whether or not you're a leader, well, that's entirely up to you. Leaders are people who inspire, empower, and guide, no matter what it says on your job description. Now, what does that mean in your role in customer experience? It means connecting with the emotions of the person you're trying to serve. The science is clear on this. We just don't make decisions rationally as much as we like to think we do. Connect with people's emotions, inspire them, and you'll make the sale or earn their loyalty. And that's how you turn customers into ambassadors. It means empowering, giving them the tools to make their life a little better or their job a little easier. And it means guiding them. Smoothing out the process to make it as simple and enjoyable as possible. There's more, but these are the first steps in becoming a true leader in customer experience. And if you want to move up the ladder, these are essential principles that'll help you bring out the best in others. And ultimately, that's how leaders are measured. The process starts with you, and that's what our discovery session is all about. I'll share some proven strategies and ideas that'll help you reach your goals, but even more important, I want to learn about your experiences. What's working? What isn't? Are you getting the support you need? What do you really want from your job? Let's have a good conversation, and together we'll create a plan that will help you perform at your very best.