🚀 Taking the CX Helm in a Hyper-Growth Company: 5 Real Steps to Shine ✨ 🚀
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🎉 Happy #CXDay! 🎉 In Celebrating this global day recognizing customer experience, let’s delve into a challenge many encounter yet few discuss: pioneering the CX function in hyper-growth companies. 🚀
When organizations have traditionally leaned on product and UX teams, how can new CX leaders make impactful strides? Read on to explore actionable insights to shine in such exciting yet demanding environments! 🌟 #CustomerExperience #Leadership #HyperGrowth
You've landed that dream job: CX Leader in a hyper-growth company. Before now, this energetic beast thrived solely on its product and UX teams. The question looms: where do you even begin? 🤔 Not long ago, as the CX leader at AppFolio, I had the same question and wanted to share some of my learnings💡📚.
Bridge the Gap with UX and Product Teams 🌉 Previously, UX and product were the lone soldiers delivering exceptional customer experiences. Before making any radical changes, integrate yourself into these teams. Understand their processes, strategies, and challenges. Remember, they've been holding the fort – their insights are golden. 🏅
Gather Data 📊 Opinions are great, but data is better. Dive deep into customer feedback, NPS scores, and reviews. Discover the actual pain points and delights of your customers. This isn't just about improving the product but the entire customer journey. 🛤️
Start Small 🌱 Don't boil the ocean! Hyper-growth companies are already aboard a high-speed train. Instead of overhauling everything, identify a couple of key pain points. Solving even one major issue can significantly boost the overall experience. 🚀
Build a Feedback Loop 🔁 Establish a system where regular feedback from customers gets back to the relevant teams swiftly. This loop ensures that the company stays agile, making timely improvements. Keep those communication lines open, transparent, and efficient. 📡
Educate & Advocate 📢 Not everyone will understand the value of CX immediately. Take the time to educate peers on its importance. The buy-in will organically grow as you make small wins and show real results. Be the voice for the customer in every meeting. 🌟
Embarking on a CX leadership role in a hyper-growth setting isn't for the faint-hearted. But you can steer the ship toward even grander successes with patience, collaboration, and a data-driven approach.
To all the CX leaders stepping into such a dynamic role, here's to making waves and delivering outstanding experiences! 🌊🥂 If you have a unique perspective to share or thoughts to express, I would be interested in hearing them. Let's talk about the experience.
#humanexperience #CX ##CXDay #cxday2023 #cxpa #CustomerExperience #metricsthatmatter #customercentricity #cx #xm #cxmanagement #cxstrategy #operationalexcellence #experiencematters
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Disclaimer: All views expressed in this newsletter are solely my opinion. I am not a spokesperson for my employer, nor do they represent my employer's opinion.