Where are you on the journey?
“ We are building the understanding in our organizations ”
View Awareness“ We focus on addressing specific issues and developing success stories ”
View Program“ We are seeking to transform our organization to become customer centric. ”
View TransformationAwareness
At the awareness phase you usually say...
“There is a lot of buzz around customer experience, as well as multiple definitions and expectations. We are still learning our way towards clear unified definition of what we want to achieve."
- We need to ensure we have a shared understanding of the journey we are venturing on.
- We need to make sure our senior executives clearly commit to lead the way.
- We are trying to convert customer survey insights into actions.
To support the awareness phase, Strativity is ready to deliver...
- Senior Leadership customer experience workshops
- Customer journey mapping
- From Insight to actions innovation workshops
- Customer experience education programs
- Economics of Customer Experience™ - Developing the business case
Program
At the program phase you usually say...
“We must focus on specific tangible results. We need to address specific customer complaints We need to pilot with one touch point or region to demonstrate the organization’s ability to transform itself.
- We have specific identified issues we must address
- We must focus on what we heard from our customers
- Our organization need to see results before committing further
To support the awareness phase, Strativity is ready to deliver...
- Experience Inventory per specific touch point
- Cross functional Customer Experience Innovation workshops
- Experience 360® - Complete diagnostics to identify priorities
- Economics of Customer Experience™ - assessment of financial impact
Transformation
At the transformation phase you usually say...
“We reached a point where everyone must be involved. Becoming customer centric is a competitive advantage and we can not afford to stay behind. We must provide everyone with the tools to innovate the experience at every touch point
- We need to engage the whole organization
- We must break down the silos
- We must increase employee engagement
- We need a complete customer experience blueprint
To support the awareness phase, Strativity is ready to deliver...
- Complete customer experience program management
- Experience 360® - Complete experience diagnostics
- Customer Strategy Assessment ™
- Day in a life of employee
- Day in a life of customer
- Experience structure development
- Experience specking development
- Customer Experience Innovation Workshops
- Action Plan development
- Evolve Your Performance™ Customer Experience Education programs
