Experience Action

Performance Reviews & CX

September 12, 2023 Jeannie Walters, CCXP Episode 40
Experience Action
Performance Reviews & CX
Show Notes

❔"Can we discuss how to conduct an annual performance review for a customer experience professional? What should that look like? What measurements should we be looking at?" How do we define success?"❔

Performance reviews can be rough from both sides of the table. They are often full of assumptions and expectations. However, these hard conversations are necessary. Jeannie Walters suggests that first you must look at what it means to be a customer experience professional in your organization. The answer will vary depending on your job description and your organization's customer experience goals. Speaking of goals, three critical areas for any performance review are values, mission, and alignment. We dive into each in this episode. Tune in to hear about defining customer experience success and measurements to explore.

Resources Mentioned:
SMIRC Goals Checklist -- bit.ly/smirc-checklist
CX Mission Statement Workbook -- bit.ly/cx-mission-workbook
CX Success Statement Workbook -- bit.ly/cx-success-workbook
Experience Investigators Learning Center -- experienceinvestigators.com

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)