7 Wonders of Effective Customer Experience Leaders


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According to human psychology, the human brain cannot think in words or alphabets, it thinks in images or pictures. As customer experience leaders we need to be more proactive in creative a vision for experience rather than just empty affirmations of service.

When Microsoft decided to eliminate its controversial stack ranking system for employees, the decision was widely discussed by Wall Street and business professionals around the world. The decision sparked continued discussions around internal employee management practices, leadership, and results-oriented performance. Ultimately, it has been accepted, it’s more important for leaders in organization to focus on enabling people to make a greater impact in the organization and its customers rather than looking for ways to eliminate them for lack of performance.

Since the 1980’s, we’ve seen a gradual decline in the traditional ranking systems originated by GE and other multinational corporations and more organizations have adopted leadership and management systems that recognize the importance of teamwork and collaboration. The customer experience management practices in place today are part of this shift towards focusing on excellence and investing in talent management.

The Time for the Experience Impact is Now

Customer experience leaders and service professionals face an opportune time to take advantage in the recent shift towards customer-centricity and customer focus across all levels of organizations. It’s CX’s time to shine and leaders need to rise up and make an impact in their organizations and those they serve.

In order to deliver the potential of experience we must hold ourselves to a higher standard by creating conditions of collaboration and cooperation within our organizations and with our customer communities. We need to develop systems and frameworks to integrate performance and develop effective service agent coaching practices that focus on developing people’s natural relationship capabilities in order to better connect with customers

7 Wonders of Effective Customer Experience Leaders

Seven principles of simple, powerful, natural gifts that we’ve all been given should be our standard to elevate customer experience to a higher plane.

  • To See… the future, envision possibilities, and create a vision to unique others in the cause
  • To Hear… to listen to the core needs of customers and team members
  • To Touch… to measure, to analyze, and create effective experiences
  • To Taste… to understand, comprehend, and experiment in customer experiences
  • To Smell… to predict, innovate, an anticipate what customers need
  • To Laugh… to be enthusiastic, and bring a level of personality into our organizations
  • To Love… to have passion and appreciate the intricacies of customer relationships

As customer experience and service leadership we need to be more effective in making an impact in our organizations, in the lives of those on the front line of service, and ultimately in the experience that our customers deserve. We can do that by focusing on the following disciplines:

  • Assist agents and managers to catch the vision of their roles as customer advocates
  • Provide organization leadership with the resources to understand experience and expected results
  • Build customer-focused service processes and implement industry best practices
  • Discover unique customer relationship management capabilities not currently utilized
  • Refine existing tools and processes to deliver more effective business results
  • Share more experience case studies, best practices, and lessons learned

The possibilities for experience-related action within our organizations are endless. It begins by making a choice to act and then asking the critical question of where can your impact be made.

As we begin to believe in the power of our impact as experience leaders we will make the service impact in our organizations, its people, our customers and clients, our systems, and ultimate the culture of our organization and impact the future of what we are able to accomplish.

Republished with author's permission from original post.

Flavio Martins
Flavio Martins is the VP of Operations and Customer Support at DigiCert, Inc., a leading provider of enterprise authentication services and high-assurance SSL certificates trusted by thousands of government, education, and Fortune 500 organizations. Flavio is an award-winning customer service blogger, customer service fanatic, and on a mission to show that organizations can use customer experience as a competitive advantage win customer loyalty. Blog: Win the Customer!


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