Has your customer experience program reached its utmost potential? Does your company’s customer experience culture rival the customer-centric culture of Porsche, GE Healthcare, Mercedes Benz, Nordstrom or PayPal? Do your customers rave about your fast and efficient problem-solving efforts? If your answer was no, then you should pursue customer experience certification.
Definition of Customer Experience Certification
But what is customer experience certification? Firstly, let’s discuss Customer Experience Management (CEM). Tech Target defines CEM as “the collection of processes a company uses to track, oversee and organize every interaction between a customer’s lifecycle.”
So certification — like the industry-recognized program offered by the Customer Experience Professional Association — encompasses all aspects of the customer experience process.
The Certified Customer Experience Professional (CCXP) credential shows that you have earned an advanced level of knowledge about the specialization of customer experience. It is a standardized designation that distinguishes your expertise and abilities in the workplace and around the world.
The exam is computer-based and has 70 questions. Candidates must have a bachelor’s degree and three years of customer-experience background. Applicants may also have a high school diploma with five years’ experience.
Areas of Specialization
According to Customer Experience Professional Association, the core set of abilities include the following.
– Customer-centric culture
– Voice of the Customer, insight and understanding
– Organizational adoption and accountability
– Customer experience strategy
– Experience design, improvement and innovation
– Metrics, measurement and ROI
Certification as Part of Business Strategy
Certification is a key factor in a successful CEM program that combines technology, strategy and resources. These elements improve customer satisfaction and create a lifelong relationship resulting in increased revenue.
If your data just appears as facts and figures on the screen, it’s useless. It must be intuitive and have a graphically-based interface. In other words, every user, especially one who has gained certification, can understand the feedback and chart a course of action.
Strategies and Resources
Can you contribute ideas for your company to wow customers? Does your plan align with your brand and can be communicated to all employees?
A well-developed strategy uses white papers, case studies, ebooks, articles, seminars and forums.
Being trained to deftly handle tough situations that invariably happen can be the difference between generating revenue and losing a customer. Get certified and ensure that every aspect of the transaction is a positive one.