Customer experience specialist can be described as how customers interact with a company from beginning to end. This encompasses everything from the first time they learn about your company to their interactions with your employees, to their post-purchase experience.
Many businesses are now recognizing the importance of customer experience. And they are looking to hire specialists who can help them create positive experiences for their customers. But finding the right customer experience specialist can be very tricky.
3 Challenges of Finding a Reliable Customer Experience Specialist
There are many customer experience specialists out there, but not all of them are created equal. Here are three challenges you may face when trying to find a reliable specialist:
- Sifting through all the different options: There are a lot of consultants dealing with customer experience out there, and it can be tough to know who to trust. Do your research and take your time to find someone with who you feel confident.
- Making sure they understand your business: A good consultant will take the time to learn about your business and understand your goals. They should be able to offer insights and ideas that are tailored to your specific needs.
- Ensuring they have the right skills: Customer experience is a complex field, and you need to ensure your specialist has the necessary skills to help you improve your customer experience.
Here are 7things to look for when hiring a customer experience specialist:
1. A deep understanding of customer experience
The specialist should have a thorough understanding of what customer experience is and how it can be improved. They should be able to offer insights and ideas that will help you create positive experiences for your customers. And, they should be able to show you examples of their work.
For example, the specialist should be able to help you with things like customer journey mapping, creating personas, and conducting user research.
However, if the specialist is only focused on one area of customer experience, such as satisfaction surveys, then they may not be the best fit for your needs. Another way to determine if they have a deep understanding of customer experience or just superfluous skills is to ask them about a time when they had to deal with a complex customer issue.
If they’re able to share a detailed story that shows how they successfully resolved the issue, then they likely have a deep understanding of customer experience.
2. Empathy and listening skills
A good customer experience specialist should be able to put themselves in your customers’ shoes. They should be able to understand their needs and wants. Additionally, they should be good listeners so that they can accurately identify customer pain points.
The ability to listen and empathize will come in handy when the specialist is conducting user research or working on customer journey mapping. It will also be helpful when they’re trying to resolve customer issues.
For example, let’s say you have a customer who is unhappy with your product. If the specialist can listen to the customer patiently and understand their perspective, they’ll be more likely to find a resolution that satisfies the customer.
On the other hand, if the specialist rushes the customer or doesn’t listen carefully, they’re likely to waste your time.
3. Communication skills
A good customer experience specialist should communicate effectively with customers, employees, and other stakeholders. They should be able to explain complex concepts in simple terms. Additionally, they should be good at writing to create clear and concise documents, such as user manuals and how-to guides.
The specialist’s communication skills will come in handy when conducting user research, creating documentation, or training employees on best practices for customer experience.
For instance, let’s say the specialist is conducting user research and needs to interview a customer. If the specialist can communicate effectively with the customer, they’ll be able to get the information they need.
But, when the specialist is unable to communicate effectively, they may not be able to understand the customer’s needs or wants. Additionally, they may not be able to get the customer to provide honest feedback.
4. Organizational skills
Customer experience can be a complex and messy field. There are many moving parts, and it can be easy to lose track of things. A good customer experience specialist should be organized and detail-oriented to keep track of all the different elements of customer experience.
The specialist’s organizational skills will come in handy when working on projects involving multiple stakeholders, such as creating a customer journey map.
It will also be helpful when trying to keep track of customer feedback or managing customer complaints.
The core organization skills include:
- Being able to prioritize and manage multiple tasks simultaneously
- Having strong attention to detail
- Keeping track of customer feedback and complaints
- Writing clear and concise reports
5. Analytical skills
A good customer experience specialist should be able to analyze data to identify trends and insights. They should be comfortable working with numbers and statistics. Additionally, they should know how to use data visualization tools like charts and graphs.
The specialist’s analytical skills will be handy when conducting user research, analyzing customer feedback, or creating reports.
How to Check the Analytical Skills of the Specialist
There are various ways you can check the analytical skills of a specialist.
- One way is to ask them to analyze a data set and identify trends.
- Another way is to give them a customer feedback survey and ask them to identify insights from the results.
6. Collaboration and Project Management Skills
A good customer experience specialist should be able to collaborate with other team members and manage projects effectively. They should be able to lead project teams and keep track of deadlines. Additionally, they should know how to use project management tools, such as Jira and Trello.
The specialist’s collaboration and project management skills will come in handy when working on cross-functional projects, such as creating a customer journey map. It will also be helpful when they coordinate with other team members to implement customer experience improvements or manage customer feedback.
You can also check if the consultant is familiar with common collaboration tools such as Google Drive, Dropbox, and Slack. These tools allow team members to share documents, files, and messages in real time.
7. Alignment with marketing and other sales initiatives
A good customer experience specialist should be able to align their work with other marketing and sales initiatives. They should know how to integrate customer experience into the larger company strategy. Additionally, they should be familiar with common marketing and sales tools, such as Salesforce and HubSpot.
Because the specialist’s alignment with marketing and sales initiatives will come in handy when working on projects that require cross-functional collaboration, such as creating a customer journey map or designing a loyalty program.
It will also be helpful when they’re trying to track the impact of customer experience improvements on overall business goals — sales and conversion rates.
For example, if the specialist is working on a project to improve customer retention, they should be able to track how the changes impact customer lifetime value (LTV).
In conclusion, these are some skills that a customer experience specialist should have. When you’re hiring a specialist, make sure to check for these skills. You can also ask for referrals from other businesses or check online reviews to get an idea of the specialist’s skills and abilities.