Here’s a quick mini-lesson based on the CX Framework I built for a successful CX function within your organization. Of course all groups are different, so this isn’t intended to be a one size fits all approach but I’ve used it myself successfully and I’d be happy to show you more. Feel free to reach out if you’re interested. 📧
This is an overview of the four components that make up the CX Framework:
- Alignment between CX Strategy and Corporate Strategy
- Voice of the Customer
- Process Engineering
- Customer-centric Culture
Align your CX Strategy and Brand Promise:
Before you even start to build out a CX function, you’ll want to ensure you have alignment between that CX Strategy and your overall corporate strategy. But it’s not quite as easy as that sounds.
Voice of the Customer:
Your Customers have things to say. It takes curiosity and courage to listen. Sometimes it even takes a lot of digging. There are many ways of ascertaining your Customers’ desires and opinions. It’s about more than just surveys.
Once you’ve heard from your Customers, you should so something with what you’ve learned. That’s where approaches like Lean, Six Sigma, Continuous Process Improvement, and other practices come in: Making what you do better to drive Customer loyalty in the right direction.
You’ve got to walk-the-walk and pay Customer Experience more than just lip-service if you want it to succeed. Fostering a good Customer-centric culture takes a lot of work, but you’ve already started on the right foot…now it’s just about acting on what you know is right.