You’re a new manager in a Customer Experience role. How can you develop your team and make an impact?

¿Realmente tenemos al cliente en el centro como equipo? Una dinamica con tres tarjetas de colores de un semáforo, ayuda a detectar que pensamos que hacemos muy bien( verde),solo bien (naranja) y a mejorar (rojo). Contrastar las aportaciones con otro departamentos es un principio para poder actuar. Do we really have the customer at the centre as a team? A dynamic with three coloured traffic light cards helps to detect what we think we are doing very well (green), only well (orange) and to improve (red). Contrasting inputs with other departments is a principle to be able to act.

The first thing I did as a team supervisor was to know the current level of skills and knowledge of the team. I did a feedback surrvey , self evaluation and one-on-one conversation. This greatly helped me to identify the areas where the team needs improvement, where there are gaps and challenges

Compreender a Missão da Empresa: Alinhe-se com a missão e valores da empresa. Entenda como a Experiência do Cliente contribui para os objetivos globais e comunique isso à sua equipe. Conhecer Individualmente os Membros da Equipe: Invista tempo para conhecer cada membro da equipe individualmente. Entenda suas habilidades, metas profissionais e desafios. Isso ajuda a personalizar abordagens de desenvolvimento.

Pour évaluer les forces et faiblesses de l'équipe, voici quelques solutions : Entretiens individuels : Discuter régulièrement avec chaque membre. Auto-évaluations : Encourager les membres à s’auto-évaluer. Observation et feedback : Observer et donner des retours continus. Grilles d’évaluation : Utiliser des critères structurés pour mesurer les performances. Enquêtes : Recueillir des perceptions via des questionnaires. Team-building : Organiser des activités pour révéler les dynamiques de groupe. Analyse des résultats : Comparer les résultats aux objectifs fixés.

The definition of success for the team was clearly spelt out after the accessment. I actually used the SMART framework to set goals for the team and the results where outstanding within the first quater of leading the team. I defined clear, measurable goals and performance metrics for the team to track progress and evaluate success, aligning team objectives with broader CX initiatives and customer satisfaction targets to drive alignment and focus.

Estabelecer Metas Claras: Defina metas claras e mensuráveis para a equipe, alinhadas aos objetivos da empresa. Isso proporciona direção e propósito, incentivando um desempenho focado. Fornecer Treinamento Contínuo: Identifique as necessidades de treinamento da equipe e forneça oportunidades de desenvolvimento. Isso pode incluir treinamentos técnicos, habilidades interpessoais e conhecimento do produto.

Delegate tasks that challenge and develop individual skillsets while ensuring ownership and accountability. Offer guidance and support during the delegation process but allow room for independent decision-making.

Tasks and responsibilities where delegated based on each team members strenghts, skills, interests. The delegation was done to align with the six core disciplines of CX. It was built on trust that each member of the team will deliver on their tasks with little supervision. This was achieved with their support and understanding.

Providing training and development programs to enhance the skills, knowledge, and capabilities of my team members. I also offered coaching, mentoring, and opportunities for professional growth to help them succeed in their roles.

Encorajar a Inovação e Iniciativa: Crie um ambiente que valorize ideias inovadoras e encoraje a equipe a tomar iniciativas. Isso pode impulsionar melhorias na experiência do cliente e motivar os membros da equipe. Implementar Feedback Construtivo: Forneça feedback regular e construtivo. Reconheça as realizações, mas também aborde áreas para melhoria. Isso contribui para o crescimento individual e coletivo.

I fostered a culture of collaboration and open communication within my team and across departments. Encouraging knowledge-sharing, idea exchange, and cross-functional collaboration to drive innovation and continuous improvement in customer experience.

I’d consider these 4 tips: 1. Emphasize customer journey mapping: Understand your team's perspective on the customer journey, then map it collaboratively to identify improvement opportunities. 2. Foster cross-functional collaboration: Break down silos by connecting your team with other departments that impact the customer experience. 3. Empower your team: Delegate tasks, provide growth opportunities, and celebrate individual and team achievements to boost morale and ownership. 4. Focus on data-driven decision making: Use customer feedback and metrics to guide your team's efforts and measure the impact of their work. And be happy and healthy!

Introducir al equipo verdaderamente en el "CX"es la misión principal que tienes.Esto no es un objetivo. Es cultura empresarial.Ademas de cambiar procedimientos,lo primero es cambiar las mentes. La relato de "el cliente es el centro" tiene muchos años. Llevarlo en cada época a su contexto es lo que define el procedimiento,pero es necesario que el equipo entienda el conepto. To truly introduce the team to "CX" is the main mission you have to achieve. This is not a goal, it is a corporate culture, and in addition to changing procedures, the first thing is to change minds. The story of "the customer is the centre" is many years old. It's the way it's done, but it's necessary for the team to understand the concept.