Danielle Goodrum joined CXPA to find unbiased content to bolster her organization’s newly created CX program but soon learned about the mentor match program--and made the decision to apply. As she evaluated potential mentors and assessed each one for compatibility, she had a strong sense of what was important to her. “I wanted to make sure that I had a mentor who was trusting enough to be open,” she says. “I think my biggest fear going into it was that I wouldn’t be able to have any applicable takeaways. And that was not the situation whatsoever from day one.”
Danielle connected with Lauren Feehrer, CCXP, Founder and President at LoyaltyCraft Consulting, who recalls her first conversation with Danielle, where openness was a major theme: “It was a lot of listening - getting to know her personally, professionally - getting to hear what she is working on within her organization and where she's challenged. Getting to hear her aspirations both in CX and in her career. It was exciting to hear what we had in common and where I could help.”
For Danielle, her relationship with Lauren bolstered her CX competence—and confidence. “It was really what I needed in this space,” she says. “Solid frameworks and references and tools to take back to help me look at things differently…how can I look at forecasting and retention differently? What are things that I can measure now to get a benchmark from where we’re starting?”
For Lauren, the relationship was similarly energizing, albeit for a different reason. “Spending time mentoring reaffirmed my love for customer experience and was a catalyst to spending more time teaching others,” she says.
“This relationship was a gift in my life.”
CXPA’s Mentor Match Program
CXPA's Jennifer Baker helps administer the program and says that this experience is a common benefit for those who enroll. “When mentors and mentees find common ground…that can really push the relationship into an even more invested space,” she says.
Enrollment in the program—which is open now—is the first step in what Baker says can be a transformative experience for mentor and mentee, calling the experience “an incredible way for members to really connect with each other to explore some of their most pressing CX questions in a safe and helpful way…you’re going to have the ear of somebody for at least one hour a month who has been through some of the same challenges you have.”
Taking the First Step
When asked why others should consider becoming a mentor or mentee, Danielle Goodrum doesn’t hesitate.
“Action leads to clarity,” she says. “If you’re going to take one step in the right direction, I would enter the mentor program.”
The mentor match program is available to CXPA members, with enrollment open now. Not a member? Join now to unlock the mentor match program and other benefits.