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    What You Need To Do To Start 2018 Right

    It is the end of December and we are all in reflective moods. Did I do enough for my customer experience career this year? Did I build the right team with complementary skilled, engaged members? Did I do enough to build/maintain/scale the customer experience culture of my organization?
    December is filled with doubts, feelings of failure and an urgent need to succeed. I can assure all of us with confidence that we all did what we could and that it is time to relax and spend some quality time with our loved ones. For any goals you did not achieve in 2017, there is always 2018 – so let’s make sure we start the new year right.

    Customer Experience Career Tips for Job Seeker

    There are a few basic rules we learn in school that remain true throughout our careers. The steps for looking for a job are the same regardless of the level you are at. I know many Director level professionals who are looking for a job with a resume that has not been updated for the last ten years.
    Write your resume (and bio if you are at a senior level). You are not too busy for that. This is one of the first steps we all have to take when we start a job search. The second step is to learn the language and concepts of the field you are pivoting into. CXPA is the best place to start that journey. If you join for $195 per year you will get access to a library of webinars, papers, experts, and a mentorship program that will allow you to connect with more senior professionals in the field who can help you with your education and job search.
    By engaging with the customer experience community you might find that you are not as interested in your original goals search. Knowledge is power and that holds true in the job search process more than anywhere else.

    Customer Experience Career Guidance for Team Leaders

    We all CARE about our teams. In Uncommon Service, Frances Frei and Anne Morriss write that “[i]n most cases, the culprit is good people behaving badly, not bad people behaving badly.” Senior managers and directors do not want to be bad leaders. Unfortunately, many are. Why is that the case?  The answer is vulnerability.
    Although it sounds like a cliché for those who still have not listened to Brene Brown’s TED Talk, it is worth spending twenty minutes this holiday season getting really comfortable with vulnerability. The hardest thing to do is to get your team together and ask each one of them what aren’t you doing well for them. Nobody is perfect and there are effort awards in life, even if we fail.
    The fact that you show that you care will make your team appreciate you more. The difference between caring and showing that you care is demonstrating vulnerability. Give it a chance. 20 minutes.

    For Organization Leaders

    In the last few years. leaders have felt the pressure to master the meaning of customer experience culture. Depending on the maturity level of the organization the Chief Officers aim either to implement or scale their version of customer experience culture. Although we all know the theory, very few leaders walk the talk of culture.  The reason for that is that culture has real cost implications.
    Leaders are struggling to meet the expectations of shareholders, employees and customers. On the surface, culture looks like a cost item that only covers employees. Very few leaders internalize and leverage the downstream effect of happy employees, happy customers, happy shareholders.
    For the C-suite readers, a TED Talk is not be enough to prep for 2018. The Outsiders, one of the favorite books of Warren Buffett, though, might be a good holiday read.  will provide you with eight scenarios of what CEOs were able to accomplish when they did NOT listen to Wall Street. Capital allocation is not taught in our MBA programs and it is the biggest challenge that needs to be met before we start talking about culture (or the execution of culture).
    Regardless of how you decide the spend the next two weeks, keep one thing in mind . The plan doesn’t have to be fully fleshed out before you start moving. Having the right aspirations and desires to be better versions of ourselves is more than half the battle. If you are reading this, that means you are striving to be better in 2018. That means you will. Onward and upward we all go!

    Keep Advancing Your Customer Experience Career!

    Get customer experience career tips, strategic planning insight, templates and more when you become a Member of The Petrova Experience.

    Liliana Petrova

    Published on 12/19/2017

    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.

    by 08/15/2018
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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).

    by 11/28/2018
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    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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