ACHIEVE CX PROJECT OUTCOMES FASTER
Transform Customer Experience Into Growth
We guide SaaS and B2B service companies through a proven 6-step CX methodology to boost retention, satisfaction, and revenue.
6-STEP METHODOLOGY
OBJECTIVE SETTING
STRATEGY DEFINITION
OBJECTIVE SETTING
The objective is to establish an organizational capability to deliver exceptional customer experience! This is the time to crystallize and articulate what the business is trying to achieve, who the key stakeholders are, and what the implications are for the affected audiences in the specific target customer segments.
GAP ANALYSIS
STRATEGY DEFINITION
OBJECTIVE SETTING
The key element here is to go out and ask customers what they expect of your brand, what they need. This will crystallize the underlying need your offering aims to meet. Since customer experience is defined by what the customer feels or perceives, it is essential to take an outside-in view of the customer perspective.
STRATEGY DEFINITION
STRATEGY DEFINITION
STRATEGY DEFINITION
When the gap between current CX and desired CX is fully visualized, it is time to focus on developing an appropriate customer experience strategy. This strategy must be designed to deliver a scalable, exceptional customer experience. Details need to be developed as to what activities will make the desired experience a reality, how they need to be performed, and what timelines and resources are required.
CX DESIGN
LEAD, THE VOC WAY
STRATEGY DEFINITION
The design of the customer experience should include a complete plan for creating the desired experience at each one of the critical touch-points, along with a detailed visualization of all the interdependent entities within the business. The objective is to design an implementation roadmap that contributes to the overall business goal of customer-centricity and uses relevant metrics and key performance indicators (KPIs) to evaluate progress and success. Additionally, the plan must include various ways in which the desired customer sentiment is prompted. The groundwork done in developing the systems, technologies, processes, people and data sources helps in delivering the intended multi-channel customer experience in a consistent and sustainable manner.
IMPLEMENTATION
LEAD, THE VOC WAY
LEAD, THE VOC WAY
Establishing competencies across all the functional units of the business to deliver a consistently improved customer experience requires resources, time and, most of all, a unified commitment at every level of the business, starting with buy-in at the highest executive level. The journey starts with making the desired changes internally – systems redesign, performance metrics, human resource routines, training, employee engagement, appraisal and award mechanisms, etc. Obsolete touch-points must be eliminated, low performance ones need to be improved, and critical touch-points that are missing need to be created.
LEAD, THE VOC WAY
LEAD, THE VOC WAY
LEAD, THE VOC WAY
With a well-implemented CX practice in place, organizations are just one step away from a leadership position in today’s dynamic environment. The secret to sustaining the customer- centric brand image is to continue to listen to the customer voice and adapt to changes accordingly; all while openly voicing the efforts being made. Listening to ongoing real-time customer insights is critical in accomplishing the business’s customer experience aspirations. A business should monitor CX sentiment by customer segment, channel, user group, geography, and so on, in order to bring relevancy and reliability to what is tracked and to achieve continual improvement. Missing the metrics at key touch-points, neglecting to immediately respond with the required action, or failing to share relevant customer insights with employees lead to only partial realization of potential benefits.