Keys to CX Success
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This document provides tips for CX success including understanding customers through personas and segmentation. It stresses the importance of actively listening to customers across all channels and following up on complaints. Key metrics around satisfaction, the customer journey, and goals should be measured. Employee engagement is important and can be improved through input from customer service reps. Service standards should be clearly defined, published, and managed. Leadership must be educated on CX and cross-functional teams should collaborate regularly. Insights should be prioritized and strategies co-created and socialized using presentation tools that help the data stand out and focus on results.
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1- introduction
2- Evolution of Marketing
3- CX Definition
4- Why is CX important for your business
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6- What is a good CX
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Similar to Keys to CX Success
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1. The document discusses key aspects of customer satisfaction including defining customers, obtaining customer feedback, using customer complaints to improve, and providing good customer service.
2. It emphasizes that customer needs are constantly changing and businesses must continually solicit feedback to understand how to exceed customer expectations.
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How to Hire the Perfect Customer Service Representative
To ensure you find the perfect fit for your team, follow these steps:
1. Define Job Requirements: Start by clearly defining the job requirements for your Customer Service Representative position. Outline the necessary qualifications, skills, and experience to streamline the hiring process.
2. Craft a Compelling Job Description: Develop a comprehensive and engaging job description that highlights the key responsibilities, qualifications, and benefits of the role. Use language that reflects your company culture and values to attract candidates who align with your organization.
3. Utilize Multiple Channels: Post your job opening on various platforms to reach a diverse pool of candidates. Use online job boards, social media, and industry-specific platforms to maximize visibility.
4. Keyword-Based Screening: Implement keyword-based screening to efficiently filter through resumes. This method allows you to identify candidates whose skills and qualifications align with your specific requirements.
5. Persona-Based Screening: Move beyond basic keyword screening and incorporate persona-based screening. This approach considers the candidate's personality traits, communication style, and cultural fit within your organization.
6. Active, Passive, and Hidden Talent Pools: Explore active job seekers, passive candidates, and hidden talent pools. Engage with potential candidates through networking events, industry conferences, and online platforms to tap into a diverse range of talent.
7. Job Boards and EasySource: Leverage popular job boards and recruitment tools, such as EasySource, to streamline your hiring process. These platforms can help you identify and connect with qualified candidates more efficiently.
8. Conduct Structured Interviews: Develop a set of structured interview questions to assess candidates consistently. Include questions that evaluate their problem-solving abilities, communication skills, and alignment with your company values.
9. Reference Checks: Conduct thorough reference checks to validate the candidate's experience and performance. Reach out to previous employers or colleagues to gain insights into their work ethic and interpersonal skills.
10. Emphasize Candidate Engagement: Maintain regular communication with candidates throughout the recruitment process. Candidate engagement is vital for building a positive employer brand and ensuring a seamless experience.
11. Offer Letter and Onboarding: Once you've identified the perfect CSR, extend a compelling offer letter promptly. Emphasize the importance of a comprehensive onboarding process to integrate new hires smoothly into the organization.
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How to hire the perfect customer advocacy manager
Here's a comprehensive guide on how to navigate the recruitment process and secure the perfect advocate leader for your team:
1. Define Your Needs Clearly: Clearly outline the specific needs and goals you want your Customer Advocacy Manager to achieve. This clarity will guide the entire hiring process.
2. Craft a Compelling Job Description: Create a job description that not only lists qualifications but also showcases the values and culture of your organization. Make it compelling to attract the right candidates. You can use our JD generator to help you craft the perfect job descriptions.
3. Utilize Specialized Job Boards: Leverage specialized job boards focusing on marketing, customer experience, and advocacy roles to reach a pool of candidates with relevant expertise.
4. Tap into Existing Networks: Encourage internal referrals and tap into your professional network to identify potential candidates who may align with your organization's values.
5. Utilize Advanced Recruitment Tools: Consider using advanced recruitment tools like EasySource, which can streamline the process of discovering and screening candidates based on your specific criteria.
6. Persona-Based Screening: Move beyond keyword-based screening and utilize persona-based screening to identify candidates whose skills and qualities align with your organization's unique needs.
7. Incorporate Skill Assessments: Implement skill assessments tailored to the specific requirements of a Customer Advocacy Manager. This ensures a thorough evaluation of technical and soft skills. You can use EasyAssess to test the skills of potential candidates.
8. Conduct Insightful Interviews: Develop interview questions that go beyond the standard and delve into the candidate's approach to advocacy, problem-solving, and collaboration.
9. Leverage Video Interviews: Consider incorporating automated video interviews, like EasyInterview, to gain deeper insights into a candidate's communication skills and overall demeanor.
10. Highlight the Importance of Engagement: Emphasize the role of customer engagement in advocacy initiatives and assess how candidates plan to create a sense of community and loyalty.
11. Check References Thoroughly: Conduct thorough reference checks to validate a candidate's previous experience, performance, and ability to drive successful advocacy programs.
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Keys to CX Success
- 1. Keys for CX Success
- 4. Diagnose Strengths,Weaknesses and Opportunities by AUDIENCE SEGMENT
- 9. Find out WHAT your customers want and HOW they want it
- 10. LISTEN to Customers in EVERY CHANNEL
- 11. FOLLOW UP on complaints and requests
- 12. Provide EXPANDED DIALOGUE opportunities for your customers
- 14. Measure3
- 15. You can’t MANAGE what you don’t MEASURE
- 18. Measure IN-CHANNEL the CUSTOMER JOURNEY and the OVERALL PERCEPTION of your organization
- 23. Employee Engagement defined: The EMOTIONAL COMMITMENT one has to their organization and its goals.
- 24. Customers will never love the company until the employees love it first -Simon Sinek
- 25. Get input from CSRs and FRONTLINE MANAGERS
- 28. Clearly DEFINE service standards
- 30. Set performance standards by customer TOUCH POINT
- 31. PUBLISH STANDARDS to staff,partners and customers
- 34. Identify the primary CX CHAMPION
- 36. Host EDUCATION SESSIONS for working tea and stakeholders…be inclusive
- 38. Assemble your TEAM and Establish CONTINUOUS COLLABORATION
- 40. Identify and PRIORITIZE key segments and opportunities
- 41. COMMUNICATE and co-create proposed strategy
- 42. Create a ‘TASK FORCE’
- 43. Develop a ‘Shared Vision’of success
- 46. Help Your Data STAND OUT
- 47. …and Prevent THIS from Happening…
- 48. • 50% of new visitors didn’t find what they were looking for. • SAT: 45 • SAT: Down 2 points overall Survey Feedback
- 49. • 50% of new visitors didn’t find what they were looking for. • SAT: 45 • SAT: Down 2 points overall Survey Feedback
- 51. They will get this: “New customer acquisition was down X% during the period due to visitors not being able to find what they were looking for.”
- 52. focus on results
- 53. Thank You Learn more at: www.DaveLewan.com