How do we execute and build long term momentum?
Every Customer Experience Strategy is a living document that will require adaptations and changes to respond to changing internal and external conditions. This program is geared towards ensuring a successful implementation and execution framework that also includes additional activities to ensure the program's momentum continues unabated.
Knowledge is power - understanding how to deliver the right experience will lead to greater customer and organizational satisfaction. In this stage, Strativity Group creates an experience guide that documents the complete experience per employee at every touch point. This inspirational guide is distributed to all employees and provides guidelines for creating the right experience to each customer segment and clarifies the role of each employee at each state of the experience journey.