Customer Experience is the design of the interactions your customers have with you from beginning to end.
- A Flag Bearer (not necessarily the CEO)
- a single point of accountability (SPA)
- someone with a CX background (or someone with a burning desire to learn + lead)
- CEO doesn’t have to lead but must believe and approve an operating budget
- SPA must attend industry events to represent the brand and acquire knowledge
- share wealth of knowledge to organization
- Vision
- Plan before you build
- Definition of success?
- Measurement of success?
- Who is on the team?
- What is the strategy?
<ol> </li> <li>Create a list of companies that inspire you
- study them
- connect with them
- visit them if possible
</li> <li>Determine the current state of your CX
- SWOT analysis
</li>
- Alignment
- Bring awareness to misalignment
- speak to department leaders
- share vision
- discuss ways to be more aligned
- Hold a customer journey mapping workshop
- Regularly review customer feedback
- Schedule a Customer Advisory Board
- Support and hold each other accountable
- Bring awareness to misalignment
- Measure Through Metrics
- What gets measured gets done
- NPS is the recommended method
- Low barrier to deployment
- Everyone can understand it
- Actionable and easy to find trends
- Avoid use of the word “weakness”
- Invest in Education
- Never stop learning and refining skill sets
- Plan before you build