So the key is to be able to empathize with people and to listen carefully to what customers are trying to say. It's not merely about what they're really saying in the surveys. Empathy will help you to decide correctly, according to an article on the business2community.com website.
True customer experience leaders master the following three skills.
They know the business
If you don’t know how to measure the transactions and overall performance in the business, you're lost. To discover crucial implications and roots, you need to examine the numbers.
Data are your servant. But that's not all – you also have to be able to propose steps that will lead to improvement and better numbers. You have to be able to review issues and processes, think critically and be able to develop and execute action steps.
They're flexible
People promoting and building customer experience must always be ready to adapt and respond quickly.
Today it's about reviewing client correspondence, because someone important just realized that customers actually do get it. And tomorrow you're trying to figure out why there's a huge decrease in online conversions or new sales – you need to cooperate constantly and search tirelessly for information and insight.
They have superior communication skills
You have to be brilliant in gathering the necessary information. After you've analyzed it, you need to communicate what you found. You need to make a real change, and that's not easy because you need to negotiate, influence and convince others.
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