CX…inside Customer Support?
Where is your CX function located?
That’s a common question often used to kick off conversations on many webinars and conference chats. For a while I found it mildly interesting as a survey question and as an icebreaker or a means of getting people engaged right off the bat. But the more I found the answer to be “within the Customer Support organization,” the more puzzled I became:
Isn’t the goal of CX, to a degree at least, to drive support out of business? […]
Webinar this week:
Hi folks! We've got another Reuters Events Marketing & CX webinar coming up next week:https://t.co/0iblZRsh5J
I'm looking forward to speaking with Ana Pia Guzman-Briley, MBA from TGI Fridays, @ljasminek from Sutter Health, @caroltran, and from our sponso…https://t.co/Fd13zMsGQy— Nicholas Zeisler, CCXP, LSSBB, CSM (@NicholasZeisler) October 23, 2020
Another Charlotte Ward event
Link here.
It's always a great time when I get to speak with Charlotte Ward…#cx #cxleaders https://t.co/3RNhbepEcB
— Nicholas Zeisler, CCXP, LSSBB, CSM (@NicholasZeisler) October 26, 2020
Customer Success is not CX
I’ve written previously about different job postings with CX-sounding titles. One of those jobs is in the family of “Customer Success” positions. If you’re like me, and work in CX, you may have wondered, What, exactly, is, Customer Success? From a CX perspective, it may be useful to understand how these roles and their responsibilities differ from ours. To that end, it’s a lot like CX, but it’s not exactly that. While I’ve not played much a role in this space, I’ve made quite a few connections in the CS world and here’s what I’ve been able to gather from these conversations:
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Lead and lag measures
You know I’m all about metrics and measures. One of the things that made entering the CX profession so attractive to me was that this is a field of study that’s not only based in numbers, it’s starving for people who have an affinity for measuring. CX is a study that’s founded on measuring…from survey results to Customer habits and attitudes to top-level improvements in your CX KPIs, numbers are all around us.
One topic of confusion I’ve seen a lot over my time is in regard to lead versus lag measures. Everybody’s got their own opinions and there doesn’t seem to be a textbook answer to what’s what, so take this as simply my theory and how I approach what’s meant when we speak of such things. […]
Transactional and relationship surveys: They’re different
“Well, it’s because they’re different.”
The not-deliberately snarky, yet somewhat oversimplified tautological response was understandably not satisfying for the support business leader who’d asked me why I thought NPS would be different for the different lines of business his organization supported. But in the end, it’s no more complicated than that. Forget that I was, without it occurring to me, loosely quoting Vanilla Ice, but sometimes it’s hard for us in the context of the business we think we already understand to see the forest for the trees.
In my defense, the Customer profiles were different, the products in the different lines of business were tremendously different, and even the people they had supporting the two products were different, and located in different contact centers.
This occurred to me the other day when I was reading through some discussions regarding two approaches in the VoC world: Transactional versus Relationship surveys. […]
