{"id":57789,"date":"2023-05-02T10:40:19","date_gmt":"2023-05-02T16:40:19","guid":{"rendered":"https:\/\/inmoment.com\/?p=57789"},"modified":"2024-08-13T08:07:37","modified_gmt":"2024-08-13T14:07:37","slug":"4-steps-small-cx-team","status":"publish","type":"post","link":"https:\/\/inmoment.com\/blog\/4-steps-small-cx-team\/","title":{"rendered":"4 Strategies to Get the Most Out of Your Small CX Team"},"content":{"rendered":"\n

Forrester predicts<\/a> that in the next year, one in five customer experience (CX)<\/a> programs will disappear, but one in 10 will be stronger than ever. The pressure is on for all CX practitioners\u2014but small CX teams are feeling the heat the most. But just because you have a small team doesn\u2019t mean you can\u2019t make a major impact.<\/p>\n\n\n\n

In our over two decades of experience, we\u2019ve worked with many small-but-mighty teams of around one to three people. And though it\u2019s easy to feel overwhelmed when you have big obstacles but limited resources, we\u2019re here to tell you success is possible\u2014if you use your time wisely. <\/p>\n\n\n\n

That\u2019s why it\u2019s absolutely crucial to focus on CX strategies<\/a> that help your organization get the most out of your program. What strategies will support CX success for your small team? Keep on reading to find out!<\/p>\n\n\n\n

4 Strategies for Success With a Small CX Team<\/strong><\/h2>\n\n\n\n

#1: Focus on Quick Wins<\/strong><\/h3>\n\n\n\n

Much like baseball, customer experience is a game of singles. You can\u2019t magically tackle every customer issue at once\u2014especially with limited resources. Instead, you need to understand what most negatively impacts a specific customer journey and focus on solving that problem. Then line \u2018em up, and knock \u2018em down. <\/p>\n\n\n\n

For example, let\u2019s say that your call center data shows customers frequently complain about the log in experience for their online account. Then you know you need to dig into the call transcripts and other available unstructured data to understand what about that experience is making such a negative impact on your customers. (Get a step-by-step guide on how to do this here.<\/a>)<\/p>\n\n\n\n

#2: Lock In Your Executive Champion<\/strong><\/h3>\n\n\n\n

To get your CX program started, you likely needed an executive sponsor. But in order to have long-term impact, you need to maintain their support. <\/p>\n\n\n\n

This may be easier for the 53%<\/a> of CX practitioners who say their executives want their firm to be a CX leader, but for the other 47% percent, making an exec-friendly business case is everything. Your team will need to craft a compelling story, leverage strong visuals, and prove tangible ROI to really knock it out of the park! <\/p>\n\n\n\n

#3: Sell Your Program Internally <\/strong><\/h3>\n\n\n\n

With your executive sponsor in place, now it\u2019s time to sell the rest of your organization. Realistically, you won\u2019t be able to get every employee to buy-in\u2014that\u2019s why you need to sell your program to key individuals that can help you to take action and influence other team members. <\/p>\n\n\n\n

How? You need to adopt a salesperson approach to your own program. Make it clear to team members in other departments exactly what they can gain from CX insights: optimized processes, access to data that can inform decision making, and wins of their own.<\/p>\n\n\n\n

#4: Leverage Your CX Partner<\/strong><\/h3>\n\n\n\n

Having a small CX team or even just one CX employee can mean that it\u2019s hard to validate ideas or discuss new ones. In fact, four out of five CX teams<\/a> will lack critical design, data, and journey skills. And that\u2019s understandable when you have a small team\u2014you can\u2019t be absolutely everything for everyone. <\/p>\n\n\n\n

Luckily, you can lean on your CX partner as an extension of your team, especially if your vendor provides you with dedicated services and team members!<\/p>\n\n\n\n

Your Next Steps<\/strong><\/h2>\n\n\n\n

Now that you understand the four strategies for success, it\u2019s time to make an actionable plan to turn those strategies into a reality. <\/p>\n\n\n\n

To get you started, we\u2019ve put together a step-by-step checklist for your team. In it, you\u2019ll find a manageable task list that will help you lay a strong foundation for each of these strategies, and there\u2019s even an advanced checklist to take your success even further. <\/p>\n\n\n\n

Start proving the value of your small-but-mighty CX team today and download your CX strategy checklist below!<\/a><\/p>\n\n\n

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\n CHECKLIST <\/h5>\n \n

\n How to Craft a Max-Impact CX Strategy for a Small CX Team <\/h4>\n \n
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Having a small CX team doesn\u2019t mean you can\u2019t make a big difference. What it\u00a0does<\/i>\u00a0mean is that you have to use your time wisely! Download this checklist for step-by-step instructions on how to realize four strategies designed specifically for CX teams like yours.<\/p>\n<\/p>\n <\/div>\n \n \n \n Download Checklist <\/span>\n <\/a>\n \n <\/div>\n\n <\/div>\n\n <\/div>\n<\/div>\n\n<\/section>\n\n\n\n

It\u2019s Time to Level Up<\/strong><\/h2>\n\n\n\n

For your small CX team, every second counts. You simply don\u2019t have time to waste with a vendor that doesn\u2019t work for you or understand what makes your business different. <\/p>\n\n\n\n

At Pearl-Plaza, we don\u2019t believe in one-size-fits-all solutions or set-and-forget programs. Our award-winning technology is built to integrate into your existing tech stack and align to your business goals. And our expert services? Your dedicated team is with you every step of the way. You are always able to reach out to an expert who is intimately familiar with your program\u2014not merely dial a 1-800 help center.<\/p>\n\n\n\n

That\u2019s why Pearl-Plaza customers give us 4.9\/5.0 Stars and a 100 \u201cWould Recommend\u201d User Rating.<\/p>\n\n\n\n

Want to learn how Pearl-Plaza can help you maximize your CX strategy? Let us show you<\/a>!<\/p>\n","protected":false},"excerpt":{"rendered":"

Forrester predicts that in the next year, one in five customer experience (CX) programs will disappear, but one in 10 will be stronger than ever. The pressure is on for all CX practitioners\u2014but small CX teams are feeling the heat the most. But just because you have a small team doesn\u2019t mean you can\u2019t make Read more…<\/a><\/p>\n","protected":false},"author":41,"featured_media":57790,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[],"industry":[],"class_list":["post-57789","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-general"],"acf":[],"_links":{"self":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/posts\/57789","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/users\/41"}],"replies":[{"embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/comments?post=57789"}],"version-history":[{"count":0,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/posts\/57789\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/media\/57790"}],"wp:attachment":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/media?parent=57789"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/categories?post=57789"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/tags?post=57789"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/industry?post=57789"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}