Here's how you can navigate common networking mistakes in the customer experience industry.
Navigating the networking landscape within the customer experience industry can be a daunting task, especially when trying to avoid common pitfalls that can hinder professional relationships and growth. Whether you're a seasoned professional or new to the field, understanding how to effectively connect with peers, mentors, and industry leaders can significantly impact your career trajectory. This article will guide you through the process of sidestepping these networking blunders, ensuring you build valuable and lasting connections in the customer experience realm.
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Bill QuisengChief Experience Officer at billquiseng.com. Award-winning Customer CARE Expert, Keynote Speaker, and Blogger
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Ankit Khanna [AK] - PMP© MBB©Linkedin Top Voice 📣 CX & Client Relations| Driving Business Growth, Process Excellence, Client Relations
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Wayne HendryClient Experience Manager, Lexicon Financial Group at Raymond James Investment Counsel Ltd.
Building trust is the cornerstone of any successful relationship, and this is especially true in the customer experience industry. When networking, it's crucial to be genuine and authentic. Share your experiences and knowledge without exaggerating your skills or accomplishments. People are more likely to engage with you if they feel you are trustworthy and have their best interests at heart. Remember, strong professional relationships are built on a foundation of trust, which takes time and sincerity to develop.
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Vishal Jhaveri
Assistant General Manager - Customer Experience @ Torrent Power
To navigate common networking mistakes in the customer experience industry, focus on building genuine relationships rather than transactional connections. Avoid neglecting follow-ups; maintain regular, meaningful contact. Listen actively to understand clients' needs and tailor your approach accordingly. Stay updated on industry trends to add value in conversations. Avoid overpromising and underdelivering; set realistic expectations. Use social media judiciously, presenting a professional and consistent brand. Finally, seek feedback to continuously improve and show commitment to client satisfaction.
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Courtney Van Erem
Sales Enablement | Event Speaker I Hiring Partner at Mitchell Martin | Driving Excellence in Customer Engagement
Networking is all about conversations. The objective is to get to know the other person and let them know you. When you network with others, you gain a different perspective and have the opportunity to grow. Reach out to those you might consider to become a mentor, talk with others in your space. You never know who knows who and what you might be able to do together.
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Darren V.
Customer Service Rep | RG146, Financial Services
From my experience , If you listen , show empathy and resolve any issues . Important to build rapport show you care . Always acknowledge customer concerns
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Alejandro Soto
Product Development Manager | Sustainability | Carbon Credits | Climate Finance | Net Zero
Definitely generating trust is a priority with our clients, being clear and transparent is mandatory to build relationships with clients. I think the correct word for this interaction is communication, if you maintain excellent communication with them, you will definitely generate loyalty, this is very important.
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Vedanti Tiwari
Administrative Support Officer - Events , Monash University | Marketing Intern - PayLater Travel |Master of Business Student @Monash University (2023 - 2025)
Trust building is an integral aspect of networking and that comes from a genuine interest to learn about a person and being your authentic self. I would say that keeping your intentions genuine and a learning attitude would help with trust building and eventually helps in building some concrete connections.
Active listening is a skill that is often underestimated in networking. When engaging with others, focus on what they are saying, ask thoughtful questions, and provide feedback that shows you are truly paying attention. This approach not only helps you learn from others' experiences but also demonstrates your interest in their perspectives, fostering a deeper connection. By being an active listener, you signal to your peers that their insights are valuable, which can lead to more meaningful interactions.
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Bill Quiseng
Chief Experience Officer at billquiseng.com. Award-winning Customer CARE Expert, Keynote Speaker, and Blogger
QUI TAKEAWAY: Listen with the intent to understand, not to explain. To people, your explanation is an excuse. People want action, not excuses. When you listen intently, respond empathetically, and act promptly to take appropriate corrective action, the people will feel respected, appreciated, and valued. You will inspire and empower them to develop, not the business, but themselves and engage others. Soon, without a focus on profits, profits will grow, and everyone's experiences and, ultimately, their lives will be enriched.
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Wayne Hendry
Client Experience Manager, Lexicon Financial Group at Raymond James Investment Counsel Ltd.
Listening properly is like rain in the desert. After the rain has fallen, the desert blooms and so will your relationship with your customers if you listen to them.
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Maëlle Bouzid
🚀 Senior Client Success Manager 🌟 | Revenue Growth Strategist 💰| Remote Team Leader 🌎 | Customer Experience CX Champion 🤝 | Singaporean 🇸🇬
Instead of focusing on what you want to say or respond to any given conversation, focus first on listening to the individual in front of you. This will give you a lot of insight into them and allow you to then response far more meaningfully. It will also allow you to 'hear' the unsaid which is very important in communication.
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Alejandro Soto
Product Development Manager | Sustainability | Carbon Credits | Climate Finance | Net Zero
A great definition for me is always show interest in your customers and also what they give to you, coming from feedback, specially from a verbal and nonverbal cues, such as smiling, and asking questions to demonstrate listening. I want to add that try to listen and avoid interruptions at any time. Always allow your customer to finish sentences or thoughts before responding.
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Ferly Camin Dayato Quenum
Executive Assistant
C’est exactement cela, mais très souvent on se retrouve à échanger avec des personnes qui veulent surtout un partage d’expériences et en apprendre aussi de vous. Donc tout en ayant cette écoute active, il faut arriver à leur fournir une contrepartie qui sera plus enrichissante que la leur de sorte que l’échange perdure pour instaurer une véritable relation.
In the customer experience industry, networking is not just about what you can gain but also what you can offer. Think about how your skills, knowledge, or connections could benefit others. By providing value without expecting an immediate return, you establish yourself as a generous and helpful contact. This generosity often comes full circle, with others more inclined to assist you when you need it. Offering value is a powerful way to build a supportive network that thrives on mutual benefit.
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Ankit Khanna [AK] - PMP© MBB©
Linkedin Top Voice 📣 CX & Client Relations| Driving Business Growth, Process Excellence, Client Relations
"W.I.I.F.M" Respect forms the bedrock of any relationship, fostering mutual trust and understanding. Yet, it's the continual exchange of value that sustains and enriches it over time. Reciprocity isn't always about immediate or equal returns; it's about cultivating a culture of support and collaboration. To nurture robust networks, it's essential to uphold this principle consistently. By recognizing and seizing opportunities to contribute, while also leveraging the strengths of our network, we create a dynamic ecosystem where everyone can thrive.
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Sean T. Cherry
GTM & Experience Insights @ LinkedIn
One key way to establish trust and partnership is to apply your customer experience principles to those in your network, whether they're peers, leaders or more junior team members. Listen actively, get to know their business, and understand their problems/challenges. What value can you offer them? How can your prior experiences help? For example, prior to getting into CX, I worked in analytics and business intelligence. These skills, with an overlay of CX have helped solve my partners' business challenges. And in return, I've found that I'm remembered or mentioned when a trusted advisor is needed to help understand data and the voice of the customer.
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Kristin Del Sontro
Director of Operations | Retro Fitness Corporate Certified Personal Trainer (NASM-CPT)
Creating and maintaining value is what creates a return to the business or brand. People have a choice where they spend their time and money. Decisions are often based on the “value perceived and received”- be it in the form of a product or an experience.
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Aki Kalliatakis, ECXO, CXSA
𝙔𝙤𝙪𝙧 𝘾𝙓 𝙂𝙪𝙞𝙙𝙚 𝙤𝙣 𝙩𝙝𝙚 𝙎𝙞𝙙𝙚, to retain loyal customers through the 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙇𝙤𝙮𝙖𝙡𝙩𝙮 𝘽𝙧𝙚𝙖𝙠𝙩𝙝𝙧𝙤𝙪𝙜𝙝 𝙎𝙮𝙨𝙩𝙚𝙢™ Author, Speaker, Trainer. (Ευβρυβιαδεσ Καλλιατακησ)
Offering great value really has to be the bottom line for me. When you stand in a l-o-n-g queue for a ride in a theme park and don't get upset, it's because the experience is worth it. But most managers think that adding value must cost money. Giving away free products and points in a loyalty programme isn't the be all and end all. Indeed, most of the most memorable customer experiences are personal and touch their hearts - and are absolutely fee. There are probably at least 120 ways to do this, (DM me for a list,) and most are free or require a microscopic investment.
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Megan Mailer
Online Business Manager
Ask yourself: How can I help? Networking is about creating mutually beneficial relationships but if you go in to it wondering what you can get, you will leave with nothing. Shift the focus from what you can gain from networking to what you can give. This will help you establish your expertise and build stronger relationships. Also, those you provide value to may recommend you to others in their circle which increases your reach.
Following up after initial contact is a step that many neglect, yet it's essential for nurturing professional relationships. Send a personalized message expressing your appreciation for the conversation and reiterating any mutual interests or potential collaborations. This not only keeps the connection alive but also shows that you value the interaction and are interested in maintaining the relationship. Timely follow-ups keep you on the radar of your networking contacts and can lead to opportunities in the future.
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Maëlle Bouzid
🚀 Senior Client Success Manager 🌟 | Revenue Growth Strategist 💰| Remote Team Leader 🌎 | Customer Experience CX Champion 🤝 | Singaporean 🇸🇬
Reaching out again to communicate after is important, I feel it allows you show how genuinely you feel about the conneciton you had with the person and keeps you top of mind.
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Uvaraja Dilli
Manager at Teleperformance
Follow up plays a vital role in the customer centric service industry. The more we connect and do follow up proactively with customers - we win their trust and long term relationship. Follow up always completes the resolution process with all happiness. Hope this helps.
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Ferly Camin Dayato Quenum
Executive Assistant
Généralement, peu de personnes font un suivi de toutes leur communication. Ils préfèrent se focaliser sur les potentiels clients qui leur semble intéressé ou des personnes qui ont suscité de l’intérêt pour leur produit.
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De'Onta Rowe
Product Developer | Market Research Analyst | Transforming Data into Tactical Marketing Strategies
Reaching out after an initial contact, job fair, or virtual meeting is a stellar networking strategy. It allows you to show appreciation for the conversation and the invite, which highlights your active listening skills and helps you stand out. Expressing appreciation for any mutual interests, the subject matter discussed, or potential collaborations can leave a lasting impression. It makes the contact feel heard, valued, and understood, which are qualities of an effective problem solver.
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Josephine Winkens
Head of Workplace Innovation | Marke, Kultur und Raum | Offene Systeme | Workshops | Speaking
Ich würde Nachverfolgung durch Verbindlichkeit ersetzen: Verbindliches Interesse und verbindliche Absprachen sind Grundpfeiler für ein gemeinsames Miteinander.
Staying visible in your network is key to maintaining and growing your professional relationships. Attend industry events, participate in online forums, and contribute to discussions relevant to customer experience. By consistently showing up and engaging with your community, you become a familiar face, which makes others more comfortable reaching out to you with opportunities or advice. Visibility is a powerful tool in networking; use it to your advantage.
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Sara Marca Rivera
14 years to experience executing projects that improve customer experience and increase sales/Customer Experience Manager/Service Strategy in Traditional Channels and Social Networks/Omnichannel Service/Project Manager
Hoy en día, son las redes las que te permiten ser miembro activo de diferentes frentes importantes respecto a tus intereses. Comunidades, eventos, grupos. Sin importar los países de donde estos sean, lo que une a todos los miembros son los mismos intereses y expertiz. Y la visibilidad aparte de ser una responsabilidad para ser parte activa y real de esos grupos, ayudan para que cuando menos lo esperes puedan tomar a favor mucha información, contactos, conocimiento o simplemente consejos.
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𝙲𝙷𝙰𝚁𝙰𝙽 𝙺𝙰𝙽𝙲𝙷𝙰𝙽 🎯
Operations Supervisor 🚀 | SAP Learner 📦 | International Trade Enthusiast 🌎️ | 11 Years of Experience in Supply Chain Management & Inventory Control 📈 | Strategic Planner | Problem Solver | Team Leader
Boost your professional presence and stay top of mind in your network. - Publish articles or blog posts to share your expertise.. - Engage in online communities related to your industry.. - Speak at events or webinars to showcase your knowledge.. - Keep your social media profiles up-to-date and active..
The customer experience industry is diverse, and embracing this diversity can broaden your perspective and open doors to new opportunities. Seek out individuals with different backgrounds, experiences, and viewpoints. This not only enriches your understanding of the field but also exposes you to different approaches to problem-solving and innovation. Diverse networks are robust and can provide a wealth of knowledge and experience that homogenous ones cannot.
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Maëlle Bouzid
🚀 Senior Client Success Manager 🌟 | Revenue Growth Strategist 💰| Remote Team Leader 🌎 | Customer Experience CX Champion 🤝 | Singaporean 🇸🇬
I would even take it a step further and not just embrace diversity but look for it actively. We learn most when we surrounds ourselves with those who are different to ourselves. It allows us to see different perspectives and open our minds. This is turn helps you to view your own work / process in a more holistic way when you communicate with clients or other stakeholders.
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Roberto Madruga
Ph.D, CEO of Conquist, Founder of The Customer Summit, Best-selling Author, Speaker in the fields of Customer Experience (CX), Customer Success (CS), and Employee Experience (EX), Curator in Artificial Intelligence (AI)
O setor de experiência do cliente é uma área dinâmica que se beneficia enormemente da diversidade. Quando buscamos indivíduos com diferentes origens, experiências e pontos de vista, enriquecemos nossa compreensão do campo e nos expomos a uma variedade de abordagens inovadoras para a solução de problemas. Redes diversificadas tendem a ser mais robustas e oferecem uma riqueza de conhecimento e experiências que redes homogêneas não conseguem alcançar. Conforme evidenciado em várias empresas líderes no setor, como o Itaú, a incorporação de uma cultura de diversidade em suas práticas diárias tem se mostrado um fator crítico para o sucesso na gestão de CX. Essa abordagem é detalhada no meu livro "Gestão do Relacionamento e Customer Experience".
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Ferly Camin Dayato Quenum
Executive Assistant
Une chose que j’ai trouvé utile dans cette approche c’est l’ouverture d’esprit qu’elle apporte et surtout la connexion facile qu’elle permet d’avoir avec d’autres cultures.
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De'Onta Rowe
Product Developer | Market Research Analyst | Transforming Data into Tactical Marketing Strategies
Embracing diversity is crucial for a company's success in today's fast-changing business environment. It's important to acknowledge that everyone brings unique experiences, perspectives, and values to the table. Creating an environment where a diverse workforce feels heard and valued can greatly benefit a company. When employees feel respected, it can lead to a better understanding of customers' needs and experiences. Unfortunately, it's uncommon to find companies where employees and customers truly feel heard. Promoting a culture of inclusivity and active listening can bring about significant advantages, including improved problem-solving, innovation, and overall satisfaction in the workplace.
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Josephine Winkens
Head of Workplace Innovation | Marke, Kultur und Raum | Offene Systeme | Workshops | Speaking
Ein vielfältiges Netzwerk ist nicht nur für einen persönlich spannend, sondern auch für die Partner und Kunden. Denn wenn man selbst nicht weiter weiß und/oder eine Lösung bieten kann, gibt es Partner.
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Mohamed Wanas
🏆 x 5 LinkedIn Top Voice | MSc. Digital MarketingDigital | Business Partner Lead | Digital Strategist | AI Business Analysis | eCommerce | Customer Experience | Brand Builder
To navigate common networking mistakes in the customer experience industry, avoid focusing solely on what you can gain; instead, aim to build genuine relationships by offering value and support. Don’t neglect follow-ups—regularly reconnect with contacts to maintain strong connections. Steer clear of only networking within your comfort zone; diversify your network by engaging with professionals from various sectors. Be prepared and professional in your interactions, and avoid being overly self-promotional. Lastly, listen actively and show genuine interest in others’ perspectives and experiences.
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Sahdev Bhardwaj - CAMS, CFE, Six Sigma Blackbelt, CISI (Ops Risk)
Head - Mortgage Operations ( New Business Origination & Property Management), Dubai Islamic Bank, Dubai
Networking is about building authentic relationships, so approach it with curiosity, empathy, and a willingness to learn from others. Navigating networking in the customer experience (CX) industry involves avoiding common pitfalls and fostering meaningful connections. Proactive Networking: Prioritize networking consistently, even when you're gainfully employed. Set aside time each week to expand your network by meeting interesting people, reconnecting with old colleagues, or reaching out to content creators whose work you admire. Personal Branding: Maintain an active online presence. When people look you up after networking events, ensure your LinkedIn profile is up-to-date, and share relevant articles and commentary on social media.
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