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Who doesn’t want to be a Champion?
The best place to start? Learn from one. And, in this
week’s episode of ‘The
Sweets of CX’, you’ll have the
opportunity to do just that, as we focus on a day in the life of CX Champion,
Assistant VP of Member Experience at Clearview Federal Credit Union, and our honored guest – the truly spectacular Janet
So, what does an average day look like for Janet? – Well, there’s
a lot of time spent talking about projects being worked on as an organization,
meetings with Team Leaders (yes, daily), and a big focus on feedback and
on ideas for training and developing managers, team members, and all employees.
Basically, we’re talking true organizational alignment here- not an easy feat.
But, as Janet puts it, “That was really important to us- to have an all-in
approach with our organization.”
In her conversation with our own James Gilbert, Janet goes
on to discuss many of the challenges she faces on a daily basis and (cue the
especially sweet stuff) the ways in which she overcomes those challenges. From making banking experiences unique and personal
for their over 100,000 members at Clearview, to continually raising the bar
from good service to true CX, Janet pours us a healthy cocktail of helpful
info. And, you’ll want to drink up.
When asked about her experience becoming CloudCherry’s 2019-2020 CX Champion, Janet- like the truly humble leader she is- “couldn’t believe it” and gives the credit to her Team, emphasizing their willingness to “play, to get personal…They’re the ones that are truly living Customer Experience at Clearview.” James adds- referencing the stellar powerpoint presentation Janet submitted for the contest- that what she and her team have been able to accomplish is, “A true business transformation. That’s a rarity in this space.”
So, which brand has wowed our Champ? For Janet, it’s all
about Chick-Fil-A, and what she calls their “incredible accuracy.” Interestingly, she
also notes, “I don’t always have great service, which is ok- because I get to
see how they make it right.” Yep- all kinds of glimpses into the mindset of a true
Champ served up in this one, Folks. Bon appetit!
can find this interview, and many more, by subscribing to ‘The
Sweets of CX’ Podcast on iTunes. If you don’t use iTunes, you can listen to every episode by
clicking here. Or find us on SoundCloud, Spotify, Stitcher, YouTube, Google play, Spreaker, and more.
Preteroti is the current AVP of Member Experience at Clearview Federal Credit
Union, as well as the winner of CloudCherry’s 2019-2020 CX Championship. She
has been leading member experience for over 15 years, and brings a wealth of
knowledge on Org Alignment and implementing CEM to measure experience.