Creating a CX-Focused Company
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The document discusses how to create a customer experience (CX) focused company by delivering on promises made to customers. It recommends: 1) Clearly defining the company's promise and value to customers; 2) Ensuring customers understand how and when the promise was delivered through success journeys and reporting; and 3) Tracking leading indicators of customer success and failure to proactively engage customers. The overall goal is to establish shared metrics across the company aimed at delivering the promised customer experience.
Creating a CX-Focused Company
- 1. Delivering on a promise to create a CX Focused Company
- 2. 2012 2013 2014 2015 2016 2017 Cut churn in half by establishing a CX focused company
- 3. Delivering on a promise to create a CX Focused Company
- 4. Agenda • What is your promise? • How do customers know you have delivered? • Do you know which customers are on their way to success?
- 5. What’s your promise? • As a company, what is your promise to your customers? Clearly define the value and outcome(s) your company expects to deliver • Can you deliver? Ensure appropriate funding for delivering on that promise Don’t make promises you can’t keep (maintain trust) • Does everyone know their role in delivering on the company’s promise? Company, department, team and individual plans (V2MOM) Define shared metrics that drive the right outcomes
- 6. How do customers know you’ve delivered? • Define a clear path to success (promise delivery) Customer Success Journey ⎼ Implementation, nurture/optimization, renewal & expansion ⎼ Develop repeatable engagement practices that drive outcomes • Show your ROI In-app dashboards & automated reporting
- 7. Proactive Engagement for Successful Outcomes • Drive visibility into adoption/usage statistics to ensure customers are on track to achieve promise • Know the leading indicators of success and failure (EWS) Behavior-based segmentation and automated engagement • Company-wide visibility into where customers are in their journey
- 8. • Clearly define your value proposition • Make sure your customers know how and when you have delivered • Know leading indicators of success and failure • Establish shared metrics that drive the company toward a common goal of delivering on your promise Creating a CX focused company
- 9. Thank you!