New CX Lead looking for quick wins and a mastermind community
Hey guys, I’ve recently been promoted to the CX Lead at our e-com fashion brand that services the growing modest wear market all over the world. Before this, I’ve been the creative copywriter and sole CSR rep. I’m looking to make a splash early with this new promotion and was hoping you could share some of your success stories with me. Our business is only 4 years old but we have been 3Xing year over year and growing fast, but that being said, we have no templates or flows in place for CX growth and monitoring. That leaves a ton of room for improvement as far as I’m concerned. Here are the current platforms that we are using: Current Shopify extensions: Gorgias – Incoming email to contact our support team Klaviyou – Outgoing email for sales and newsletter Yotpo – Loyalty Program Okendo – Reviews Loop – Return portal GRIN – Influencer management Facebook Group – VIP, invite only My first task (I’m setting these all myself btw and learning as I go) was creating a customer journey map. I used a website called UXPressia to do that and it came out pretty decent. Next, I researched our customer database and past email history to create 7 customer personas. Now I’m looking to dive into some implementations that can be added immediately: Live Chat/ Chatbot for the website and app Survey platform to finally get some data and CSAT, CES, NPS Personal Shopper Email and Video correspondence And that’s pretty much where I’m at with this for week 2. Any suggestions on next steps, measuring and reporting advice, big-ticket projects, creative solutions that have advanced your career path or just industry standards – these would all be super helpful for the stage of the game I’m currently at and would be highly appreciated. Thank you all in advance and if anyone is looking to create a CX Mastermind Group to share ideas, trade advice, review 3rd party solutions, or just talk shop – Let me know, I’m definitely here for it! submitted by /u/SoulPurpose44 [link] [comments]