The secret behind successful businesses is stellar customer experience (CX) specialists. These specialists aid in improving customer experience, brand engagement, and client retention. The work of CX specialists pushes businesses beyond traditional competition aspects of pricing, products, and availability. Customer experience is the difference between okay businesses and great ones. So, what are the essential skills for a CX specialist to be successful?
CX specialists have to implement CX strategies, often through data-driven approaches. Analytical skills involve combining business and technical processes for a meaningful and engaging customer experience.
So, support leader or data analyst? Why data analysis is an essential CX skill becomes clear when seeing how CX metrics convert to actionable insight. Combining data sets for a full picture of a consumer journey involves factors such as:
- Identifying discrepancies and anomalies
- Creating, tracking, and monitoring issues and complaints
- Analyzing and tracking customer interactions with the business
- Gathering, analyzing, and interpreting feedback data from consumers
Often times, a data-driven approach is one of the best ways to gauge business performance from the perspective of the customer. The data can play an influential role in redesigning or strengthening customer experiences. A great CX specialist will lean on data and facts over pre-conceived assumptions or business traditions.
Of course, CX is about more than data and numbers. The human touch remains essential in building relationships with customers, but data can help identify targets to streamline that process.
Soft skills are often underestimated but are important. This is because soft skills are harder to measure. Essential soft skills include customer-centric mindsets, empathy, active listening, and communication skills.
A customer-centric mindset is a clear soft skill essential to CX specialists. The communication and work being done have to focus on the interests of the person seeking your products or services. If a CX specialist puts the customer at the center of the work, others in the business tend to follow suit.
Empathy involves understanding problems from the perspective of the consumer in order to provide solutions to problems. Empathy comes naturally for some people but requires practice for others. An empathetic approach to customer service involves turning strategies into solutions and bridging the gap between consumer interactions and organizational needs.
Active listening involves understanding customer challenges and hearing out their needs. This ties into communication skills as CX specialists consistently interact with customers and the team. This involves both written and oral communication through meetings and email communications. So, CX specialists should have excellent written and verbal communication skills.
As consumer interactions and business research go digital, so does the work of a CX specialist. With digital tools and technological innovations, CX specialists must stay abreast of technology trends that can increase the strength of the customer experience. Embracing technologies can lead to developing relevant, simple, and personalized customer experiences.
Some of the tools of a tech-savvy specialist involve developing proficiency in Microsoft Office Suite – which includes Excel, Outlook, Oracle, and Word. Depending on the scope of your work, there are other technical skills that can increase CX skills. This can include engaging with consumers through social media platforms, managing marketing campaigns through platforms like Hoot Suite, and building websites that are customer friendly.
Overall, technical skills make your job easier and can be developed and strengthened over time. Analytical skills provide data-based approaches to improving the customer experience. Soft skills play influential impacts on creating lasting relationships. All of these skills combine to create a foundation for a successful CX specialist to make new inroads in customer experience for a company.