The Digital World Is Ready For The Wonder Woman Of Customer Experience
Wonder Woman first made her way into theaters in 1974, then early this month returned for a second run. And that got us thinking: What would the Wonder Woman of customer experience look like? What qualities and skills would she possess?
Image credit: Steve Baker, CC BY-ND 2.0, no changes made.
Wonder Woman (a.k.a. Diana Prince) made her debut in “All Star Comics, #8” back in October 1941, a time when traditional gender roles were firmly cemented in Americans’ minds. Her character’s allure included strength, courage, and the fact that she could kick some major archenemy ass.
Wonder Woman first made her way into theaters in 1974, then early this month returned for a second run in a film directed by Patty Jenkins. And that got us thinking: What would the Wonder Woman of customer experience look like? What qualities and skills would she possess? Here’s what some Wonder Women, in their own right, told us.
As a female executive working in a male-dominated technology environment, I’m keenly interested in meeting and hiring smart women who can fill key roles. Although currently there is a 50-50 gender split in our customer-facing performance and operations group, the women we have hired have shown the same capacity in understanding the technical intricacies of what we do and how to apply specific data strategies to solve problems. The difference between the genders is that we see a warmer approach to client communication from women, whereas men tend to be more binary.
One of the most underrated and unused skills in customer service is the ability to listen. There are times when a problem cannot be fixed, and the customer just wants to be heard. When muscle doesn’t work, patience and empathy go a long way into building strong relationships and future opportunities.
To be a thought leader in customer experience, you need to be able to draw inspiration from everywhere, not just your traditional sources, such as retail environments. By truly taking in experiences through all of your five senses, you can leverage insights from travel, architecture, art, music, and other unique moments to gain a more robust and diverse perspective on what will drive emotional and human connections.
Being able to craft a relevant story that resonates with a brand’s customers is an absolute must for anyone leading in customer experience. Understand the “why” to get to “what” truly drives customer and brand loyalty. When we are able to provide enhanced experiences that connect with a customer’s heart, that is when it matters most. Be client-facing. Sitting in front of clients having real conversations about challenges and strategy allows you to stay relevant, no matter how high up in an organization you go. Connecting with clients and customers is the closest thing to the truth you will find in this business.
An unflappable people person is the most coveted customer experience professional. By that, I mean someone who enjoys interacting with customers and works/plays well with others regardless of seniority or circumstance. This career revolves around growing long-term relationships, and that requires equal parts enthusiasm and empathy for your customer, a.k.a. partner. A people person is a great listener who appreciates what’s being said—and what’s not—and applies data science and proven strategies to get the greatest return for the customer.