Risk & Business Magazine General Insurance Services Magazine | Page 24

HIRING A CXE
How To Hire The
Perfect Customer
Xperience Executive
F
HOW TO HIRE THE RIGHT CXE
or nearly a decade, the fastest
growing position in corporate
America is the Customer
Xperience Executive (CXE).
Regardless of your company’s
size or business model, someone in
your organization has to be in charge
of the Customer experience and all that
goes with it. Businesses have executives
who lead operations, marketing, IT,
accounting, sales, and human resources,
however no one overseeing the company’s
most important asset; their Customers.
How happy they are is determined by the
Customer experience being delivered.
Today progressive companies are creating
a position, i.e. the Customer Xperience
Executive (CXE).
WHERE DO CXE’S COME FROM?
The first generation of CXEs were
primarily Chief Marketing Officers
(CMO) who were wearing dual hats.
However most large companies realize
the responsibilities of CXE has grown
into needing its own position. The most
common people hired for CXE have
been from marketing, training and
development, human resources, Customer
service management positions, and other
rising stars in the organization who have a
thorough cross training of the company’s
functions.
One of the biggest mistakes I have seen
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companies make is hiring, promoting or
delegating the CXE position to people
who have zero genuine hospitality
characteristics. This person has to live
and breathe hospitality — internally,
externally, and in all areas of his/her life.
If they do not meet the criteria below,
PASS! It is so much better to leave the
position vacant than to fill it with a
mismatched person.
1. PASSIONATE/
OBSESSED ABOUT
THE CUSTOMER
EXPERIENCE AND
THE CUSTOMER
2. EXTREMELY
HIGH SERVICE
APTITUDE
3. LIVES
WORLD-CLASS
HOSPITALITY
PERSONALLY AND
PROFESSIONALLY
WHAT SHOULD A CXE BE RESPONSIBLE
FOR?
The CXE should be an executive
who provides a comprehensive and
authoritative view of the Customer and
creates corporate and Customer strategy
at the highest levels of the company
to maximize Customer acquisition,
retention, and profitability. They should
influence strategies of all areas of the
business that impact the Customer, and
ensure the service strategies are built
around, and for, the Customer. +
BY: JOHN DIJULIUS, AUTHOR &
PRESIDENT, THE DIJULIUS GROUP
John R. DiJulius is a best-selling
author, consultant, keynote speaker
and President of The DiJulius Group,
the leading Customer experience
consulting firm in the nation. He blogs
on Customer experience trends and
best practices.
Visit thedijuliusgroup.com