Showing posts with label steps to customer experience. Show all posts
Showing posts with label steps to customer experience. Show all posts

Monday, September 16, 2013

3 Steps to REJUVENATE Customer Experience

Ok , at our business we have decided to focus on customers and create Customer Experience (CX) that gives us competitive advantage. What next ?  

1) Discover (know the present CX your enterprise offers to your customers

- First know your Customer's Journey Maps 
- Know the touch points along the journey
- Walk the Journey Maps to know the present experience 
- Test check Net Promoter Scorecard (NPS) 
- Have customer experience audit by analyzing critical aspects impacting CX 
  (Leadership to Channel Partners, all which incl people, process, product, expectation,
culture, branding & marketing & systems)

2) Design (redesign the CX you would like to offer to to our customer to have un-duplicable competitive edge

- Define CX Statement 
- Redesign the experience along the journey through various touch points 
 ( CX Statement minus Discover Stage Status ) 
- Keep human rationality , emotional aspects , senses in mind while redesigning for need, ease & delight. 

3) Deploy (implement enterprise wide redesigned CX

- Appoint CCxO (Chief Customer Xperience Officer) 
- Realign all critical aspects impacting CX keeping above two steps in mind
- Launch new journey maps 
- Walk the new Journey (Incl CEO)

Repeat the process !!! Yes its an ongoing process. 

These are the steps. These are the steps to create wow & awe customer experience. These are the steps to create un-duplicable customer experience.  These are the steps to create sustainable competitive advantage. These are the steps to business survival in otherwise commoditised world.