Four customer experience career growth tips you msut read

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    • 4 Career Tips to obtain a Customer Experience Role

    In honor of 4th of July, we have rounded up 4 career tips how to acquire a  Customer Experience role. Set aside some time during the break from work to take stock in your Customer Experience career skills. 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.  It is possible to sell yourself across disciplines and industries. Use this outline of skills and experiences as a guide.

    Get Certified as a Customer Experience Professional

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

    The CCXP 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.  Watch these videos that go over the “Life of a CCXP” regardless if you are in a customer experience role or no.

    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

    How can you have a bigger impact? How do you solve systemic customer experience inefficiencies?  With 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 Customer Experience right.

    Happy 4th!

    Liliana Petrova, CCXP

    Published on 07/03/2018

    Liliana Petrova, CCXP

    Liliana Petrova CCXP pioneered a new customer-centric culture that energized more than 15,000 JetBlue employees. Future Travel Experience & Popular Science awarded her for her  JFK Lobby redesign & facial recognition program. Committed to creating seamless experiences for customers and greater value for brands, she founded The Petrova Experience, an international customer experience consulting firm that helps brands improve CX. To elevate the industry, she launched a membership program to help CX professionals grow their careers. Ms Petrova lives in Brooklyn with her husband and daughter.
    leaders act on behalf of their customer - organizational culture quote the petrova experience

    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.

    by 03/21/2019
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