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August 23, 2018
If You Are Not Doing Customer Success Launch Planning in September, You Are Behind
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On July, 17 1955 it was well over 100 degrees in Anaheim, CA on the first day in the original Magic Kingdom. Women’s heels were melting into the asphalt, and people were thirsty but there wasn’t enough to drink. Yet what was a disastrous first day for one of the world’s most famous CEOs is now known as the “happiest place on earth”.
How did that day spark the beginning of the most famous Client Experience (CX) program the world has ever seen, and the largest revenue producing entertainment company on the planet? Because Walt Disney knew that people love great experiences, and they would pay a premium for them. So he prepared his team to look for ways to improve experiences and drive those improvements across the park. In short, Walt institutionalized CX into the culture from the beginning.
As a CX leader, what can learn from Walt? For one thing, like Walt we can capture the touchpoints across the customer journey that teach us which parts of the experience really matter. This insight can safely power our revenue growth plan, so the cross-sell feels like a natural part of the experience. Not just an attempt “to sell more at every turn”.
Download the CX Launch Tool to begin mapping out your CX plan to positively effect 2019, leverage a 5 step plan to launch a winning CX culture, and score your company’s performance based on various benchmarks.
But why the urgency to start before September? Assessing and building CX capabilities in the Fall is what empowers us to apply it to strategic planning for the next calendar year. If we don’t, we miss an entire planning cycle to rethink our approach to the customer experience. By waiting until after Fall we are helping our competitors and we’re falling behind.
At SBI, we’ve been helping clients drive revenue growth by implementing emerging best practice CX programs, which are highlighted in the 2019 Client Experience Workbook.
To make sure your CX strategy “sticks”, follow these five simple launch steps. Using these, we can see what Walt did to launch Disneyland. Put another way, let’s learn and apply what Walt would do (“WWWD”):
Don’t fall into the trap of being the leader who sponsors CX as an initiative but doesn’t put the execution plans in place to make the changes work and stick. Because the details matter. And you can get help by taking the Self-Scoring tool below to make sure you start in time to benefit next year’s results.
Just ask yourself, what would Walt do? Or wait, and risk ending up with the wrong kind of Mickey Mouse operation.
Download the CX Launch Tool to begin mapping out your CX plan to positively effect 2019, leverage a 5 step plan to launch a winning CX culture, and score your company’s performance based on various benchmarks.
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