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A Day in the life of a Member Experience/CX Champion

Summer Naomi InteriorSummer Naomi Interior | November 25, 2019

 

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 Preteroti.

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!

You 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.

Janet Preteroti Bio:

Janet 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.