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Vietnamese 27 May 2020 - Ensuring every customer has a smooth and positive experience is what every business aims to achieve. Customer Experience is critical and can make or break a business. This month's TRG Talk In Person allows participants to take a deep dive into what makes Customer Experience matters, and what a career in customer experience looks like.
TRG Talk In-Person has become a regular hangout for professionals from various industries. After more than three years of organisation, we experienced the very first interruption to our regularly scheduled Talks in late March due to COVID-19, which caused us to cancel multiple events.
To keep everyone updated on the latest industry insights despite the physical distance, TRG launched a brand new event series called TRG Talk Virtual, where we cover practically any topics to cater to a wider audience.
Fortunately, our TRG Talk In-Person sessions, where speakers and participants meet up face to face at TRG's office, are now back to its usual timeline.
Our first post-pandemic Talent Management Talk aims at debunking the age-old question - factors that make a positive customer experience. This month's Talk welcomes the return of one of our favourite speakers - Carsten Ley, a professional consultant, a project manager that has a great passion for seamless customer experience.
What are the responsibilities of the Customer Experience team?
According to Carsten, customer experience is how customers feel and think about every interaction with a product or service. To ensure healthy growth, businesses need to pay close attention to the customer experience and strive to enhance it, so the customer journey is always seamless, consistent, and positive.
Positive customer experience will result in an increase in sales, brand loyalty, referrals, and positive reviews that will help businesses to acquire new customers and improve the bottom line.
Read more: Consumers dissatisfied and indifferent to customer experience, research finds
Typically, the Customer Experience team is tasked with handling these four duties:
Discover issues
To enhance the customer experience, organisations first need to identify all possible roadblocks that refrain them from offering the best possible experience to customers. To discover potential and existing issues, the CX team needs to conduct research and collect data and feedback from various departments, third-parties, and customers to pinpoint areas that need improvement.
Understand issues
Once issues/ roadblocks have been spotted, the team then moves on to conduct more in-depth research to investigate and analyse the root causes of the problems.
Solve issues
This stage is where the Customer Experience team suggests solutions to resolve, or at least minimise issues, and prevent them from reappearing in the future. Not only does the team have to solve current issues, but they also have to fix hidden problems or surprises that occur as a result of the suggested resolutions.
Measure the effectiveness
Organisations cannot fathom how the customer experience changes without measuring the effectiveness of the newly implemented solutions. Methods like mystery shoppers or feedback surveys are popular options to measure results.
Who takes part in a Customer Experience team?
According to Carsten, a typical Customer Experience team consist of the following core positions, who possess necessary skills:
Read more: A glance at the changes of recruiting in the digital age
- Researcher: communication skills, listening skills, observing skills, customer-oriented
- Project Coordinator: communication skills, stakeholder management, organisation skills, project management
- Data Analyst: problem-solving, accuracy, attention to detail
- Communicator: communication skills, culture, verbal and writing skills, outgoing
Presentation Download
CX Career – What do you need to have and to learn
About TRG Talk
TRG Talk is a series of events co-organised by TRG International and PJ’s Coffee Vietnam in order to promote the latest trends in the IT industry and the HR world, as well as tips and tricks in improving your project management skills.
About TRG Talk - Project Management
A good Project Manager must be able to identify problems and risks. He/ She also needs to know how to minimise these issues and is able to make the decision needed throughout the entirety of the project. Do you consider yourself a good project manager? Do you have the required skills and power to handle the situation and the people involved in your project?
TRG Talk - Project Management is a monthly meetup that allows project managers to discuss in detail what it takes to become great at what you're doing. The event takes place every first Thursday of the month.
