How To Hire The Perfect Customer Xperience Executive

 

How To Hire The Right CXE

For nearly a decade, the fastest growing position in corporate America is the Customer Xperience Executive (CXE). Regardless of your company’s size or business model, someone in your organization has to be in charge of the Customer experience and all that goes with it. Businesses have executives who lead operations, marketing, IT, accounting, sales, and human resources, however no one overseeing the company’s most important asset; their Customers. How happy they are is determined by the Customer experience being delivered. Today progressive companies are creating a position, i.e. the Customer Xperience Executive (CXE).

Where Do CXE’s Come From?

The first generation of CXE’s were primarily Chief Marketing Officers (CMO) who were wearing dual hats. However most large companies realize the responsibilities of CXE has grown into needing its own position. The most common people hired for CXE have been from marketing, training and development, human resources, Customer service management positions, and other rising stars in the organization who have a thorough cross training of the company’s functions.

One of the biggest mistakes I have seen companies make is hiring, promoting or delegating the CXE position to people who have zero genuine hospitality characteristics. This person has to live and breathe hospitality—internally, externally, and in all areas of his/her life. If they do not meet the criteria below, PASS! It is so much better to leave the position vacant than to fill it with a mismatched person.

  1. Passionate/obsessed about the Customer experience and the Customer
  2. Extremely high Service Aptitude
  3. Lives World-Class Hospitality personally and professionally
What Should A CXE Be Responsible For?

The CXE should be an executive who provides a comprehensive and authoritative view of the Customer and creates corporate and Customer strategy at the highest levels of the company to maximize Customer acquisition, retention, and profitability. They should influence strategies of all areas of the business that impact the Customer, and ensure the service strategies are built around, and for, the Customer.

*Related – Download the CXO Job Description

Who Is Losing Sleep At Night Over The Customer?

Watch this two-minute video on how your organization needs to have someone losing sleep at night over your Customers.

*Related – The Customer Xperience Executive Online Academy

Attention Pays

“Attention is all about connection,” says author Neen James. “Relationships are stronger when people give attention, businesses are more successful when they ‘see’ people and communities are more valuable when people feel ‘heard’.

Attention Pays™ … it will increase sales, strengthen leadership, and help your team focus on what really matters.”

Neen James Presenting At The Secret Service Summit

Dubbed the ‘energizer powerhouse’, Neen James is the expert you want hear, as she has boundless energy, is laugh out loud funny, and has take-aways that create positive change.  The DiJulius Group is excited to announce that Neen James once again will be keynoting at the 2017 Secret Service Summit, October 26th & 27th in Cleveland, Ohio.

In today’s instant-gratification world, Customers demand a whole new level of service and support. With a combination of high expectations and low tolerance, service teams have to deliver A-game business practices and absolute attention to Customer satisfaction.  With exceptional energy and amazing humor, Neen James will teach you how Attention Pays – Driving Customer Satisfaction and Business Through the Roof.

*Related – Arnie Malham Keynoting The Secret Service Summit

About The Author

John DiJulius

John R. DiJulius is a best-selling author, consultant, keynote speaker and President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices.

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