1. Committed Leadership

Committed leadership is vital to the creation of a customer-centric business culture. Leaders create business cultures not by what they say but by what they do. The single biggest reason that customer experience initiatives fail is the perception that leadership is not fully committed to the strategy.

Outcome: Committed leadership inspires & motivates creative, customer-focused people who will deliver a sustainable competitive advantage resulting in business growth& profitability

2. A Strategic Vision

Without a clear well communicated vision a business will lack direction and unifying aims. Every organisation must have a clear view of where it is heading and how it intends to get there. A vision must be communicated to all stakeholders continually

Outcome: An organisation that is inspired, motivated and empowered to move forward together with a shared vision.

3. Customer Experience Statement

A customer experience statement clearly defines the experience an organisation will deliver to both its people & customers. This includes both physical exchanges and the emotional experience you want to convey to those who support your business.

Outcome: The consistent delivery of a clearly defined and understood customer experience that exceeds expectations

4. Identify Touch Points

A touch point is any instance where a customer (or prospective customer) comes in contact with and forms an opinion of a business. Touch points are identified, prioritised and categorised from the customer’s perspective.

Outcome: An ability to see a business from the customer’s perspective, the only perspective that really matters.

5. Writing Service Standards

Customer Experiences has developed a 10 point process to develop a measurable service standard. A service standard ensures the consistent performance at every touch point and is aligned with a defined customer experience

Outcome: Standards create consistency, and consistency leads to customer loyalty

6. Measurement

Remember the principle ‘what gets measured gets done’. It makes no sense to put in place service standards unless they are measurable. Customer Experience has co-developed Customer Experience Tracker to continually measure customer feedback using an international methodology.

Outcome: Feedback. We all want to know and need to know how we are doing and where we need to improve

7. Continuous Improvement

Customer Experience has developed the unique “Generator” programme designed to capitalise on the creativity within an organisation, one of today’s most untapped competitive advantages.

Outcome – Today’s “wow!” is tomorrows ordinary. Continuous improvement will ensure the wows keep coming and the competition keeps scratching their heads.