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Customer Focus (Strategies (Customer Journey Mapping(vs touchpoint based…
Customer Focus
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Measuring Customer Focus
A successful measurement system is journey-based, should involve a substantial part of the organization, and can’t be cobbled together from existing systems and outdated mind-sets.
A customer-experience measurement system links business impact (increased revenue, cost savings) to all the elements that drive customer-satisfaction improvements.
the heart of effective customer-experience measurement is the organizing principle of measuring experience at the journey level, as opposed to looking only at transactional touchpoints or overall satisfaction.
it’s critical to invest in hardwired technology that can capture customer feedback on a daily basis from multiple channels and integrate survey results, social-media posts, and operational data into comprehensive, role-specific dashboards.
At the executive level, the focus may be on the overall recommendation score, and at the next level down, it may be on the customer-journey experience across functions. Within a department, managers might look at specific customer touchpoints.
Holistic Approach (ABC)
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C. enable the transformation by establishing a permanent, live feedback loop from customers to as many employees as possible.
Keys to success include engaging with your customer early and throughout the process and employing cross-functional teams to tap into the organization’s experiences and expertise.
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Different Orgs
Design and Development
Cross functional teams can come together and have a shared language of customer success, and build new experiences that are customer focused!
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Leadership
convening a set of senior leaders to agree on the top-line metric the entire organization will use as a North Star to measure improvements across the company.
Effective customer-experience transformations require a clear vision and a customer-centric, ambitious articulation of goals.
a customer-centric leadership structure must ultimately report to the chief executive and should be designed to stimulate cross-silo activity and collaboration.
leaders must commit to demonstrating behaviors and serving as role models to deliver customer-experience goals to frontline workers
the CEO must make customer experience an active priority, given the cross-functional collaboration required.
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The CCO’s tasks begin with aligning leadership to embed a customer-experience solution across individual segment, brand, geography, and functional areas.
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Org Structure
Providing a seamless customer experience thus begins with the customer’s perspective at the center of the organizational structure and requires all parts of the organization to work together in lockstep.