CX Question of the Day #CXQOTD


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I started something new last week on Twitter called the Customer Experience Question of the Day (#CXQOTD). Why?

Well I’ve been working from home for several months but as of a couple weeks ago, just about everyone is working from home. And other than my work colleagues, my customer experience and contact center friends are the people I end up interacting with the most throughout the day. These include members of the CX Accelerator Slack Community and those who participate in the weekly #ICMIChat on Twitter (Every Tuesday at 10AM Pacific). If you haven’t been invited to either of these, consider yourself now cordially invited.

I thought to myself, “Hey, it would be cool to interact with this community by sending videos back and forth each day.” So that’s what we’re doing. I pick a question, record a video with my answer, and others respond. And you know what? It’s been fun to hear how others respond. In this post I want to share the first few questions and answers with you to give you a flavor of what I’m talking about.

What’s one meaningful way you can engage with your customers?

My answer? In the contact center world, it’s so easier to become frazzled, especially when things get crazy and call queues fill up. Take the time to make a meaningful, personal connection with a customer and then repeat with the next customer.

What are 3 customer centric behaviors you can prioritize each day?

My focus is:

  • Be kind – regardless of how I feel, I choose to have a good attitude and smile when I’m approached for assistance.
  • Be a good listener – both to the words being spoken and the underlying emotions. I take notes to ensure that I don’t miss details and make sure that I always respond with empathy.
  • Be helpful – not just on a surface level. I aim to be creative and solve not only the spoken need but also answer questions my customers don’t even know to ask.

What’s one way #cx leaders can be more proactive?

Spoken from my perspective as a recovering reactive contact center leader who’s aiming to be more proactive, I recommend customer journey mapping as a way of first understanding the typical customer’s journey with your company. Then it’s about strategically putting the right people and processes in place to make help customers along and make it easier for them to do business with you.

As an added bonus, I hosted #ICMIChat on Twitter this past week which was all about discussing ways contact centers can be more proactive. Check out my recap here.

Finally, I hope you periodically share your thoughts on the daily #CXQOTD. You can click here to see some of the posts from our community. I look forward to seeing AND hearing from you!

Republished with author's permission from original post.

Jeremy Watkin
Jeremy Watkin is the Director of Customer Support and CX at NumberBarn. He has more than 20 years of experience as a contact center professional leading highly engaged customer service teams. Jeremy is frequently recognized as a thought leader for his writing and speaking on a variety of topics including quality management, outsourcing, customer experience, contact center technology, and more. When not working he's spending quality time with his wife Alicia and their three boys, running with his dog, or dreaming of native trout rising for a size 16 elk hair caddis.


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