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What can I do to advance my career in – or to get started in – the customer experience profession?
I’m asked about this on a regular – quite frankly, almost weekly – basis. That’s exciting because I love when people see this as a great career progression or a field to they want to get into. The more people we can have on the customer’s team, the better.
After responding so frequently to this question (or questions – one version is how to get started, one is how to advance) lately, plus hosting a CX Expert Office Hours session at the 2017 CXPA Insight Exchange on this very topic last month, I thought it was time to document some of the advice I give on this. So, in no particular order, here on my thoughts.
1. Build your personal brand
Whether you’re just entering this field or looking to advance your career, having a personal brand that speaks to your passion and expertise in customer experience will take you far. There are a lot of different ways you can build your personal brand. I was almost 20 years into my career in this space before I started writing my own blog, but I had written for my employers’ blogs prior to that, and I had been interviewed for articles, podcasts, etc. and spoken at industry events. (Note: Not all employers are thrilled about you building your personal brand, even though it aligns quite nicely with your role and area of expertise.)
There are a lot of different ways to build your personal brand, including: creating your own blog and writing articles on a consistent basis, getting those posts syndicated across a variety of other sites and media, guest posting for like-minded sites/bloggers, doing interviews/being interviewed, publishing case studies of your work, conducting webinars, speaking at industry events, answering questions on industry forums, participating in Twitter chats or Google Hangouts about customer experience, and more. Market yourself. Put yourself out there. Get your voice and your expertise heard.
If you’re relatively new to this field – let’s say you’ve been on the frontlines for the last couple of years – and want to branch out to consult, my advice to you is this: consultants in this field are a dime a dozen; find your niche, build your brand, and help others understand how you’re different and why they should hire you.
2. Get/have client-side experience
Being on the vendor side and getting consulting experience in this field is awesome. It provides a breadth and depth of knowledge that you can get in no other way. But having client-side experience, being a practitioner and having done the work, is an even better calling card. It’s great to not only have CX experience on the client side but to also have had some cross-functional experience and to have experience across multiple companies and industries.
3. Educate yourself
I cannot say this enough: read, read, read. Books like the Ultimate Question series, Go to the full article.
Source:: Business 2 Community