How to Become a Customer Experience Expert

Every business owners should aim to become a customer experience expert if they want to attain success regardless of their niche. The expertise you acquire will make it easy for you to deliver quality services to your customers. When customers get the kind of service they need, they are more likely to be loyal to your brand. It is important to note that customer expectations and requirements tend to change regularly and this means that you have to keep improving the customer experience. This is only possible once you have become an authority on customer experience.

How to Become a Customer Experience Expert

Define your Customer Experience Principles

The first step to becoming a customer experience expert is to define your customer service approach. This should be done with your entire team. The team should be able to define the main principles relating to the services that they offer. Customer experience should be the main objective when you define the principles.

One of the principles can be the fastest ways you can resolve the issues that customers raise. You should consider the best way to fix things.

Another important principle is to determine how exactly how many incident escalations you will allow. You should have a maximum number such as two. If this number is surpassed, an intervention should occur to manage the escalation. It is also necessary to be aware of and respect various customer abilities and technical skills. This will ensure that the responses customers get are suitable for their IT skills.

To become a customer experience expert, you also need to know the best way to manage language, behavior, and communication when interacting with customers.

Get Customer Experience Feedback

If you want to become a customer experience expert, you have to engage with customers in order to get feedback on the kind of services that you offer. Engaging with them is the most effective way for you to comprehend how your services are viewed by the customers. There is no other way to know how they perceive you.

It is advisable to hold frequent meetings with your customers to determine how you can improve your services. Customers are the best people to consult when you want to become a customer experience expert. They are the ones who are using your services and this puts them in a better position to judge if your services are effective or not.

Once you get feedback from your customers, you should share it with the entire organization. The feedback should be used as a basis to improve your services. It is essential to get sincere feedback from several sources. You can take advantage of social media, informal chats, meetings, and surveys to get this kind of feedback. Formal channels such as using customer relationship personnel to solicit feedback can also be valuable.

When you implement the changes proposed in the feedback you get, it is vital to communicate any progress to both customers and staff. Customers need to know that their suggestions were implemented while the staff should be aware of their success.

Review Services from Customer’s Perspective

You need to experience the services you offer from the customer’s perspective if you want to become a customer experience expert. It is necessary to determine if the services you provide meet your individual expectations.

To achieve this, you need to spend some time with your customer service team in meetings or workshops. During these interactions, you need to experience what customers go through when they are interacting with your team. Role playing can be helpful in such situations. The participants have to step into your customer’s shoes to allow you to identify issues that need to be addressed.

The ideas and issues that come up during the role playing should be identified and used to improve your services. During the role playing, you need to include all the various aspects that customers engage with when they use your services. This means that you have to look beyond your service desk when you are trying to explore the customer experience. Think about all the ways through which the customers interact with your business and explore them fully to determine if there are some shortcomings in your services. You can only become a customer experience expert once you have identified your weaknesses and addressed them.

Create Service Improvement Targets

The next step to becoming a customer experience expert is to come up with a list of improvement targets. These targets will be based on the input that you got from your customer feedback, service goals, staff feedback, and customer experience exploration.

You have to organize and prioritize the targets to make it easy for you to work to improve the services you currently offer. It is advisable to start with the short targets that can be implemented immediately. You also need to review the targets on a regular basis to determine if there are any more activities that you need to work on.

If you implement a change successfully, make sure it is publicized and celebrated. It may be necessary to escalate some of the targets especially if you need additional funding and support to implement them.

As you work to become a customer experience expert, you should realize just how much customer service has changed over the years. Customers now have access to your business through several channels. Their access is no longer restricted to a phone. Social media now makes it easy for customers to interact with organizations. This means that you have to adapt accordingly. Take advantage of email, phone, live chat, online information, and support services to engage with customers. You have to be both accessible and transparent when it comes to engaging with your customers. They have to know that you are always available.

When your customers experience good customer services, you are more likely to get new clients and retain current ones. You need to master customer experience and make it easy for your customers to get what they want. It is easier to achieve success once you become a customer experience expert.


Matthew is the Lead Author & Editor of CXperience Blog. Matthew established the CXperience blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to Customer Experience.