❔”Can we discuss how to conduct an annual performance review for a customer experience professional? What should that look like? What measurements should we be looking at?” How do we define success?”❔
Performance reviews can be rough from both sides of the table. They are often full of assumptions and expectations. However, these hard conversations are necessary. Jeannie Walters suggests that first you must look at what it means to be a customer experience professional in your organization. The answer will vary depending on your job description and your organization’s customer experience goals. Speaking of goals, three critical areas for any performance review are values, mission, and alignment. We dive into each in this episode. Tune in to hear about defining customer experience success and measurements to explore.
Resources Mentioned:
SMIRC Goals Checklist
CX Mission Statement Workbook
CX Success Statement Workbook
Experience Investigators Learning Center
Want to ask a question about this episode – or another CX issue? Leave Jeannie a voicemail at www.speakpipe.com/experienceaction – and remember to follow her on LinkedIn!
Curious about how Jeannie Walters, CCXP, and the Experience Investigators team can help you Create Fewer Ruined Days for Your Customers™? Let’s talk!
Jeannie is an award-winning customer experience expert, international keynote speaker, and sought-after business coach who is trailblazing the movement from “Reactive Customer Service” to “Proactive Customer and Employee Experience.” More than 500,000 people have learned from her CX courses on LinkedIn Learning, and her insights have been featured in Forbes, The Chicago Tribune, The Wall Street Journal and NPR.
Get Jeannie’s insights in your inbox each week by subscribing to The Weekly Win and follow her on LinkedIn, Instagram and YouTube.
