The best customer experience work is done by a cross-functional team that brainstorms, discusses feedback, and checks assumptions. Try to include individuals with the following perspectives: consumer mindset, operational savvy, financial expertise, and organizational evangelism.
3 important factors to consider when building your team:
- Team size: Depends on scope, but it’s best to start with 2+ people from different customer-facing functions in your organization.
- Outside contractors: If you’re unsure about what can be done internally and what requires external expertise, consider engaging an expert. Even with basic research techniques, simple changes in how questions are asked can provide dramatically different results. Hiring an expert can help.
- Qualities of a customer-centric employee or agent: Keep in mind the ideal core qualities exhibited by those who design and deliver valuable customer experience.