Commit to Becoming a Customer Experience Leader with the CCXP Exam

Commit to becoming a Customer Experience Leader

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  • Commit to becoming a Customer Experience Leader

    Keep focus on your why. Why get CCXP certified? To become a marketable customer experience leader. It is important to invest in the learning process with time and resources, as much as you are able. Don’t think of this as a fast thing you need to get over with. Think of it as an investment in yourself and  your career.

    Even if you get derailed and end up reading  book or a study or an online article that is not related to the exam don’t stress about it. Just absorb the information on the topic and enjoy the process. This is not an SAT – an exam you take to go to college. This is an excuse to immerse yourself in the field you love and to learn as much as possible how to be an effective customer experience leader.

     

    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.

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    Organizational 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.

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    How a Personal Interaction builds Repeat Customers

    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).

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