The cx strategy you have been looking for

This is where your company starts to build a culture that is obsessed with providing an experience to their customers and employees. Understanding in detail your CX journey, methodology, each quarterly session, developing your CX KPI’s (key performance indicators), the roles of the leadership team, CX project lead, and steering committee. Review your Company Service Aptitude Test (Co SAT™) results, reduce your negative cues, create a simple list of non-negotiable standards for every team member to follow, and learn how to hold your weekly CX Meeting.

The Customer Experience Action Statement is the most critical part in training employees to provide a positive experience with every interaction. 

It is an action statement; a clear call to action of what each employee should intentionally achieve every time they interact with a customer. You will also develop a Day in the Life of the customer story. The Day in the Life helps employees walk in the customer’s shoes and view the interaction from the customer’s perspective, which will make them more present, and have more compassion and empathy.

Create systems that easily enable front-line employees to personalize the customer’s experience 

by engaging them, anticipating and delivering on their needs. Having great standards is not enough, you now need to systematize those standards in order for them to be realistically delivered on a consistent basis.

Create non-negotiable experiential standards that remove variation and provide a consistent world-class customer experience at every touch point for each stage of the customer’s journey. 

These experiential standards allow employees to provide a consistently engaging experience that is unlike the majority of competitors

Anticipate your service defects and have protocols in place to make it right. Only the worlds very best Customer Service Businesses do this. All employees must have full awareness of the potential common service defects that can arise at each stage of the Customer Experience Cycle. Train and empower employees to provide consistent service recovery when defects arise and how to handle challenging conversations.

Train leaders to lead within your service culture. 

Create a world-class internal culture that focuses on attracting, hiring, and retaining only the people who are capable of upholding the Customer Experience Action Statement. 

Every world-class customer service organization is world-class to work for. It takes World-Class Leadership to inspire passion, foster trust, and support teams within a customer centric culture.

Create an internal experience between team members and departments that is world-class. 

Break down silos, Improve communication within departments, locations, and other teams. Identify all customer segments and define how the work they do impacts the external customer experience. Remove silos and build more compassion & empathy internally.

Constant awareness and branding of how to be a hero. 

Create an awareness of the most common opportunities where employees can deliver heroic service for the customer. Create an above and beyond culture and develop systems to share the stories.

We work closely with the Leadership team and annually will come together to ensure we are still aligned with the businesses goals and objectives. We will recap the year including project success, victories, milestones, areas of opportunity, and KPI assessment. Plan next year’s objectives, goals, and define future success.