Customer Experience (CX) Strategy
The Revenue Growth Methodology

The 3-Step Customer Experience (CX) Strategy


Step 1: CX Planning

 

Develop a deep understanding of your customers, their expectations, and how they interact with your company today. Knowing what is critical to their experience, their pain points, satisfiers, and delighters will help you launch your CX transformation.

Phase 1: CX Vision & Strategy

Client Experience (CX) Design must always begin with a clear vision that is linked to the brand promise of the organization. This vision defines both the customer outcomes and the process of achieving those outcomes.

 

Phase 2: CX Governance

To launch and maintain a successful customer-focused culture, a top-down philosophy of governance is critical. Clearly defined CX governance will assure a sustainable, long-term shift instead of a short-term fad.

 

Phase 3: CX Touchpoint Analysis

Touchpoint Analysis provides a comprehensive, end-to-end inventory of all processes, business rules, and touchpoints (both internal and customer-facing) that affect the way your company does business.

 

Phase 4: CX Capabilities Assessment

Understand if your company has both the capacity and capability required to deliver and maintain the ideal experience for your customers.

 


Step 2: CX Design

 

World-class CX doesn’t just happen. It must be expertly designed, with disciplined processes for each customer touchpoint.

Phase 5: CX Process Design

The policies, processes, and business rules that provide the “logic” for how the business is run. Some of this is embedded in the systems, some of this is taught to employees.

 

Phase 6: CX Measurement

Measurement of the customer experience is achieved by collecting insights and feedback directly from the customers.

 


Step 3: CX Execution

 

Once the customer journey is understood, execute a plan to secure the resources across the enterprise to improve the points of leverage.

Phase 7: CX Launch Planning

To effectively launch CX, the entire company is enabled at every step along the way.

 

Phase 8: CX Market Listening

Proactively collecting customer feedback (early and often) requires a consistent “listening” engine.

 

Customer Experience Strategy
Creating Elevated Moments - Customer Experience Lessons from the World’s Best Restaurant
B2B companies are waking up to the fact that to grow faster than their competitors, they need to differentiate their customer experience.  Taking another lesson from outside of our industry, today we will examine how CX design elevated a restaurant...
Read More
Sales Strategy
Transforming the Seller Experience Through Sales Enablement
Today Ray Oram, Global VP of Sales Enablement for IBM, joins us to discuss how to transform the seller experience. Traditionally, sales enablement groups have spent their time working on budgets, supporting sellers through training, developing digital assets, and knowledge sharing....
Read More
Customer Experience Strategy
I’ve Mapped My Customer Journey, Now What?
What Is the Purpose of This Customer Journey Map?   According to a recent article from Invesprco, “Customer journey maps give businesses a way of getting into their customers’ heads, helping them gain valuable insight and understanding regarding common customer pain points.”   The...
Read More
Customer Experience Strategy
Executing a World-Class Customer Experience
In a previous article, SBI explained the importance of CMOs taking ownership of the Customer Life Cycle. If you already agree with its importance, your next two questions are likely:   “What does great look like?” “How do I deliver it?”   While there are...
Read More

Stay up to date with our latest insights, benchmarks, strategies & more

CREATE AN ACCOUNT

Join our team of passionate professionals and find your full potential

ALL OPEN POSITIONS