Helping organizations diagnose, define and then orchestrate customer-driven change is both challenging and exhilarating. What makes it challenging is that every organization is different. Although it helps to have a tested methodology, it is important that any approach respects the unique aspects of your culture, since the best formulated plan can be easily thwarted by a “seen that –done that –no thanks” view of the change effort.
The most important single thing is to focus obsessively on the customer. Our goal is to be earth’s most customer-centric company.
Jeff Bezos, CEO Amazon,
Having worked with so many companies over the years, we have learned how to adjust our approach to ensure that our plans lead to tangible results that are both sustained and improved upon over time. For example, a well-thought-out change effort will include a balanced mix of “push” versus “pull” activities—strategies designed to advance the change effort and others meant to reinforce or “pull” it forward. For example, training is a “push” activity, and recognition programs are a “pull” activity. But not all of these activities are created equal, and what works as expected at one company may fall flat at another.
The good news is that new tools powered by our CX Workout software platform allow us to test and learn different strategies at very low cost, and with significant stakeholder engagement. The result? Beyond the benefit of achieving a return, every investment you make also reduces your risk of failure and increases your power to achieve your goals.
CXW/Transform helps you implement customer-driven change in about half the time of traditional methods. We have dispensed with all of the no- and low- value-added activities and leveraged technology to drive insights faster, and with higher quality.
How far along are you in your customer transformation revolution? Complete this quick assessment to find out. On a scale of 1 (Strongly Disagree) to 10 (Strongly Agree), assign a value to each of the following five statements. When you submit your responses, we'll show you your score and recommend next steps.
1. Loyalty Drivers: We understand the Customer Loyalty Attributes that drive retention, advocacy, and increase spending in the experience.
2. Customer Journey: We have mapped the AS IS customer and employee experiences with data to understand both the Chronic Problems that exist and the Opportunities for Delighting customers.
3. Business Case: The business case supporting our customer experience transformation effort describes the impact it will have in very specific financial terms.
4. CX Design: We have designed the TO BE customer and employee experiences and defined the operating model, resources and change effort required to deliver it.
5. Implementation Roadmap: We have a clearly defined roadmap that describes the activities, scope, outcomes and accountabilities for achieving our customer experience transformation goals.