How can you create a culture of customer experience excellence while working remotely?

I believe that providing a great customer experience needs a specific type of mindset - 1. Thinking from the perspective of the customer. - For example, if you are the customer and you have shared an email to someone with a request, you would expect them to acknowledge the email quickly and share an ETA. 2. Taking complete ownership of the customer problem - For example, if you are facing internet issue, you would expect the internet provider to fix the issue (even if the issue is caused due to some other reason which is not controlled by the internet provider). So, always try to think about how we can resolve the issue (could be through a temporary workaround or a more permanent manner).

Create a shared Vision working with stakeholders in CX - that will ensure you get support from the start and any time you need it. Whiteboards and meeting rooms (in-person) workshop style sessions where you start from time travel to 2030 etc. and define what the stakeholders are visualizing great customer experience to look like will be a great launching point. From there start identifying tracks / themes that you can group items under - and then reverse engineer to where (Red, Yellow, Green) the organization is in terms of each track / theme identified, and build current year plan in a minimum, good, and exceeding objectives way with clear OKRs (Objectives (tangible) and Key Results (KPIs to measure progress)).

Act as a leader to inspire other members of the team. Regularly motivate, align and share the goals. Speak clear, explain by examples what is the meaning of a customer experience.

Customer centricity starts with the executives, if it does not, it is just fluff. It should be a part of the company DNA, not just CX departments vision.

In my experience, I have better impression with customer by following below few points (remote or on-site work has similar take-aways). - regular updates on something your working with customer. - Even though sometimes, we cannot provide everything they asked. Its good to listen to their complete requirements and then try to form a response, by consulting relevant stakeholders in-house for something new/additional to be developed. - Follow up with relevant stake holders on customer side regularly even when things are pending on their end with a good note of latest status of your platform/system/software.

You should recognize your CX professionals (remote or otherwise) via newsletters, in meetings, or with awards. Share their stories, including challenges they’ve overcome or outstanding results they’ve achieved. Include quotes from both your CX pros and your satisfied customers for readers. For example, you can create a dedicated section in your company’s newsletter where you regularly highlight different CX champions. Share their photos, accomplishments, and anecdotes about their exceptional customer interactions. Encourage customers to contribute. The key is to SHOW your team you care. SHOW OFF your culture to your team, customers, and potential clients. Do the work - it will pay off!

In remote landscapes, feedback and recognition are lifelines. Embrace diverse channels—surveys, video, chats, emails—to share accolades and constructive insights. Celebrate wins, navigate challenges together, and ensure every team member feels seen and valued. This practice is pivotal in driving motivation and excellence in customer experience

Uma agenda fixa com foco em falar de feedbacks garante que o o tema não escape… Esse momento pode ser sobre projeto com todo time ou individual com cada pessoa, o importante é definir juntos a periodicidade e a disciplina.

Now since you have decided what is Cx , explained your team how to achieve it, the most important step is to monitor the transactions, if there is something needs areas of improvement then share feedback and if you see employees doing great, you must recognize them and value their contributions. This will ensure all employees are in alignment for Cx goal

Embracing feedback and recognition in remote work settings is a game-changer for customer experience excellence. It has been my experience that regular virtual pats on the back and constructive insights can bridge digital divides, fueling a culture where excellence is not just expected but celebrated. I have seen this practice turn solitary home offices into hives of shared ambition and satisfaction. It’s important to share and highlight success stories and encourage general participation in nurturing remote CX champions!

In the digital realm, consistent feedback and recognition bridge the gap to motivation and excellence. Utilize a mix of platforms—surveys to videos—to convey appreciation and guidance, turning individual achievements and obstacles into collective milestones. It's about making every remote contributor feel integral to our shared CX journey

Definir uma agenda fixa para discutir os aprendizados é uma forma de garantir que o time se prepare e participe da construção de um ritual muito importante que é o aprendizado colaborativo

Well, one of the most crucial step is to arrange a meeting where everyone can learn. Meetings and virtual get to gathers where employees are given platform to share leanings, failures will inculcate collaborative env.

From my perspective as a private cloud leader, our products were delivered via virtual server development and DevOps practices. As such, our daily routine was rooted in agile methodologies. I believe that daily routine reinforces collaboration and focus on product delivery. Team members were enabled to speak up curiously and constructively. Furthermore, the direct interaction with our customers via MS Teams support channels and our monthly Voice of the Customer meetings reinforce a customer-focused delivery experience. Our customers and peer teams were enabled and engaged in this process.

-Foster a culture of teamwork, collaboration, and continuous improvement to ensure that customer experience excellence is a top priority for everyone in the organization. -Regularly review and analyze customer feedback and data to identify areas for improvement and implement changes to enhance the customer experience.

Great Cx needs immediate decisions sometimes and for that employees needs empowerment to take decisions on real time. My be giving a credit , coupon, complementary training. If employees are given enough tools and autonomy, they will be able to take decisions on time.

Emphasize the importance of empathy, understanding, and personal connection in all customer interactions to create a positive and memorable experience for customers.

Empower your team to make decisions that benefit the customer without waiting for approval for every situation. Provide guidelines and frameworks that guide decision-making, and trust your team to use their judgment.

You have decided how Cx looks like however unless you measure what is going on you cannot improve it. As it is said " if you cannot measure it, cannot improve it" Have right metrics in place, use appropriate software to measure such metrics, identify areas where Cx scores are going down, find out root cause, work with respective team/individual and departments to resolve the issue.

Foster a culture of proactive communication where team members feel comfortable sharing insights, challenges, and opportunities related to customer experience. Please encourage them to communicate openly and seek help when needed.

Regularly review and analyze customer feedback and data to identify areas for improvement and implement changes to enhance the customer experience.