Forrester predicts that in the next year, one in five customer experience (CX) programs will disappear, but one in 10 will be stronger than ever. The pressure is on for all CX practitioners—but small CX teams are feeling the heat the most. But just because you have a small team doesn’t mean you can’t make a major impact.
In our over two decades of experience, we’ve worked with many small-but-mighty teams of around one to three people. And though it’s easy to feel overwhelmed when you have big obstacles but limited resources, we’re here to tell you success is possible—if you use your time wisely.
That’s why it’s absolutely crucial to focus on CX strategies that help your organization get the most out of your program. What strategies will support CX success for your small team? Keep on reading to find out!
4 Strategies for Success With a Small CX Team
#1: Focus on Quick Wins
Much like baseball, customer experience is a game of singles. You can’t magically tackle every customer issue at once—especially with limited resources. Instead, you need to understand what most negatively impacts a specific customer journey and focus on solving that problem. Then line ‘em up, and knock ‘em down.
For example, let’s say that your call center data shows customers frequently complain about the log in experience for their online account. Then you know you need to dig into the call transcripts and other available unstructured data to understand what about that experience is making such a negative impact on your customers. (Get a step-by-step guide on how to do this here.)
#2: Lock In Your Executive Champion
To get your CX program started, you likely needed an executive sponsor. But in order to have long-term impact, you need to maintain their support.
This may be easier for the 53% of CX practitioners who say their executives want their firm to be a CX leader, but for the other 47% percent, making an exec-friendly business case is everything. Your team will need to craft a compelling story, leverage strong visuals, and prove tangible ROI to really knock it out of the park!
Sound a bit overwhelming? Don’t worry—we’ve put together a guide to crafting your CX business case here.
#3: Sell Your Program Internally
With your executive sponsor in place, now it’s time to sell the rest of your organization. Realistically, you won’t be able to get every employee to buy-in—that’s why you need to sell your program to key individuals that can help you to take action and influence other team members.
How? You need to adopt a salesperson approach to your own program. Make it clear to team members in other departments exactly what they can gain from CX insights: optimized processes, access to data that can inform decision making, and wins of their own.
#4: Leverage Your CX Partner
Having a small CX team or even just one CX employee can mean that it’s hard to validate ideas or discuss new ones. In fact, four out of five CX teams will lack critical design, data, and journey skills. And that’s understandable when you have a small team—you can’t be absolutely everything for everyone.
Luckily, you can lean on your CX partner as an extension of your team, especially if your vendor provides you with dedicated services and team members!
Your Next Steps
Now that you understand the four strategies for success, it’s time to make an actionable plan to turn those strategies into a reality.
To get you started, we’ve put together a step-by-step checklist for your team. In it, you’ll find a manageable task list that will help you lay a strong foundation for each of these strategies, and there’s even an advanced checklist to take your success even further.
Start proving the value of your small-but-mighty CX team today and download your CX strategy checklist here!
It’s Time to Level Up
For your small CX team, every second counts. You simply don’t have time to waste with a vendor that doesn’t work for you or understand what makes your business different.
At InMoment, we don’t believe in one-size-fits-all solutions or set-and-forget programs. Our award-winning technology is built to integrate into your existing tech stack and align to your business goals. And our expert services? Your dedicated team is with you every step of the way. You are always able to reach out to an expert who is intimately familiar with your program—not merely dial a 1-800 help center.
That’s why InMoment customers give us 4.9/5.0 Stars and a 100 “Would Recommend” User Rating.
Want to learn how InMoment can help you maximize your CX strategy? Let us show you!