Blog

Become a Member SIGN UP!
  • 4 Career Tips for CX Professionals

    In honor of the 4th of July, we have rounded up 4 career tips for CX professionals. Set aside some time during the break from work to take stock in your CX career and evaluate steps you need to advance to the next level.

    Determine if You are a Good Candidate for a Customer Experience Role

    We start with the basics by asking if you have what it takes, from skills to interests, to pursue a customer experience role. Here, we go over the key skills that make you successful in a customer experience team. Keep in mind that you are in charge of your career and at selling yourself across disciplines and industries, and use this outline of skills and experiences as a guide.

    Get Certified as a CX Professional

    Now that you know you are primed to succeed in the CX space, take the time to get certified as a CX professional.

    CX Certification signals to the business community that you are serious about customer experience and your intention to be part of its leadership ranks. Access our how to tips and resources to begin your certification journey.

    Own the Customer Experience

    You are a skilled, experienced and certified customer experience professional. Now what? It’s time to put your skills to good use by owning the customer experience.

    Even the CX professionals who own the customer experience on paper frequently do not feel empowered to have a real impact. They do not recognize that something as simple as the example above can become a successful project in their portfolio. Instead, customer experience professionals journey map and look at holistic pictures, often without implementing or designing for real changes to the customer experience.

    This is how you can do better.

    Articulate Your Value to Get the Budget You Need

    To fix more impactful, systemic customer experience inefficiencies you need real money and executive buy-in. To obtain that, you must articulate your value to your senior leadership. Often, this is where all CX efforts stop. That is a shame because, if you have a seat at that table, that means your executives WANT to give you the money. They just need you to seal the deal, to walk them through the value prop for their shareholders.

    We walk you through how to articulate your value effectively.

    In the spirit of Independence Day, we encourage you to take control of your career, own your impact on the customer experience, and keep striving to do CX right.

    Happy 4th!

    Improve Your CX Career

    Become a Member of The Petrova Experience.

    Culture and Access to Information

    By and large, people perceive culture as an HR discipline. The most common perception is that culture covers the soft side of performance. Culture is about how you do things, not so much about what you do. This approach to culture could not be more wrong. In fact, organizational culture is about so much more than a few words in a performance review sheet.  It is about leaders expressing values, and the action guidance their cultural behaviors provide.

    Continue reading

    Get Customer Experience Basics Right and You Don’t Need to Invest in Wow Moments

    Wow Moments are a Customer Experience hot topic. Customer experience professionals ideate how to build, prioritize, finance, and measure these Wow Moments. Chip and Dan Heath wrote a whole book on the topic: The Power of Moments. No Wow Moment saves you from negative word of mouth if your brand fails to get the customer experience basics right or to deliver the expected brand experience consistently.

    Continue reading

    How a Personal Interaction builds Customer Loyalty

    A customer-centric methodology is key to the successful outcome of my interaction with Hello Spud. It is the reason this story appears here, and not among the CX Big Fails! The company did not send an automated response. It did not deliver a message stating “sorry we couldn’t help you, would you like something else.” Instead, the company co-founder reached out to me personally across multiple channels (a handwritten note, followed by personal emails).

    Continue reading

    SHARE YOUR COMMENTS ON THIS POST

    Leave a Reply

    Price Based Country test mode enabled for testing Colombia. You should do tests on private browsing mode. Browse in private with Firefox, Chrome and Safari