How to Avoid Becoming Roadkill on Your Customer Experience Journey
0 likes592 views
This document discusses tips for avoiding common pitfalls in customer experience programs. It identifies that less than 1/3 of CX programs are delivering what CEOs demand. The document then outlines 5 tips to avoid becoming "roadkill" on the CX journey: 1) Create and prove value by tying CX efforts to business metrics and outcomes. 2) Infuse CX into all aspects of the organization. 3) Organize for success with dedicated leadership and cross-functional teams. 4) Leverage the voice of the customer through listening strategies. 5) Empower employees and align them with the CX vision.
How to Avoid Becoming Roadkill on Your Customer Experience Journey
- 1. © 2018 InMoment, Inc. A n dr ew P ar k V P , C u s t o m e r E x p e r i e n c e S t r a t e g y , I n M o m e n t How to Avoid Becoming Roadkill on Your Customer Experience Journey
- 2. Don’t Let This Happen to Your CX Efforts
- 3. Meet Andrew • VP, Customer Experience Strategy @ InMoment • 6+ years in deploying and implementing CX programs • 5+ years in consulting and architecting CX strategy for global Fortune 1000 companies • CCXP Certified
- 4. Why CX Programs Are Stalling Less than 1/3 are delivering what CEOs demand Only 7% of CX initiatives have created competitive differentiation Only 23% have realized tangible benefits
- 5. Building a Strategy That Works • What are the critical components? • How to begin? • Where to begin? • What are best-in-class brands doing?
- 6. One Size Does Not Fit All • More than selecting CX intelligence technology • Multifaceted, multiphase, complex • Requires people, processes, culture, technology, analysis, tracking, and action • Identify the purpose • Understand the challenges
- 7. 5 Tips to Avoid Becoming Roadkill Create and Prove Value Infuse CX in Everything Organize for Success Leverage the Voice of Customer Empower Employees
- 8. #1 Create and Prove Value Tie Your CX Efforts to Business-Wide KPIs and Financial Results
- 9. Here’s How: • Define CX KPIs That Drive Business Outcomes • Establish Linkage to Financial Performance • Prioritize Journeys Based on Business Impact • Define How You Analyze Success
- 10. #2 Infuse CX in Everything Make Customer Experience a Way of Life Within Your Brand
- 11. Here’s How: • State Your Vision • Engage Leadership • Infuse Throughout Hiring, Training, and Coaching • Craft and Maintain the Right Environment • Communicate (Internal + External)
- 12. #3 Organize for Success Shift to Fit and Flex With Emerging Trends and Needs
- 13. Here’s How: • Assign Dedicated CX Leadership • Institute Cross-Functional Governance • Implement Necessary Infrastructure and Resources • Understand Both Customer and Employee Journeys
- 14. #4 Leverage the Both How and Where You Listen Should Be Purposeful Voice of Customer
- 15. Here’s How: • Gather a Baseline Understanding of Customer Perceptions • Utilize a Holistic Listening Strategy • Deploy Listening Posts at Prioritized Touch Points • Collect De-silo Contextual Data
- 16. #5 Empower Employees Ensure Employees Are Aligned With Your CX Vision and Goals
- 17. Here’s How: • Link Each Employee’s Role and Actions to CX Success • Give Your Employees a Voice • Link Employee Engagement Program to CX Initiatives • Empower Employees to Act on Behalf of the Customer
- 18. Taking the Next (or First) Step Don’t Seek Perfection: Execute the Strategy You Have Now Continually Refine + Adjust on the Fly Take Pride in Incremental Achievements.
- 19. Download the White Paper www.inmoment.com/cxstrategy Customer Experience Strategy: How to Plot a Sustainable Path to Customer Centricity