214: Who Drives Customer Experience?

Adam and Jeannie clear the hype and buzzwords to really find out who drives customer experience in your organization, and how. Who drives customer experience? Chief Customer Officer, Chief Experience Officer, Customer Success Officer, Chief of Customer Service…The list of possible high-level customer experience titles is as long as your imagination. But what do these titles really mean in your organization and who drives customer experience in your organization? “The only way to drive customer experience is for people to step up and drive it themselves.” -@adamtoporek Too often, companies create these customer experience roles with the best of intentions, but they end up being focused more on metrics. And while data does help determine where changes are needed, a truly customer-focused organization needs someone who can turn that insight into action. “It’s not going to work unless it’s part of the DNA, part of the #culture…” - @jeanniecw So, who is in charge of customer experience in your company? Are they simply using data to pinpoint your shortcomings, or are they driving actual change? However you name that role is up to you, but make sure they are prepared to help bake customer-centric practices into the DNA of your organization. Related Content 360Connext® post, 4 Ways to Change Organizational Perspective on Customer Experience Customers That Stick® post, Who Owns the Customer Experience? Episode 206: (Tip) The Role of the CX Evangelist Episode 087: The Next Generation of Customer Experience Leaders We’re on C-Suite Radio! Check it out for more great podcasts Sponsor message: Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices