THE METHODOLOGY
Having studied and worked for decades with many world-class organizations, we have found there are fundamental principles these companies all have in common that differentiate them definitively from their competitors. These differences all come down to the world-class methodologies that these organisations apply to their Customer Experience [CX] processes. These methodologies are irrefutable. When we work with your organisation we apply these same principles to your business and we coach your teams to employ and implement these methodologies, creating a world-class five-star experience for your organization to deliver consistently to your valued customers.
The Proven Pathway To
Creating a World-Class Customer Experience
Explore the Methodology Sessions
Immersion Session
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. Reviewing your Company Service Aptitude Test (C-SAT™) results, reducing your negative cues, creating a simple list of non-negotiable standards that every team member will learn and follow and finally learning how to hold your weekly CX Meeting.
Relationship Building
Utilizing customer intelligence to personalize their experience and engage and anticipate their needs. Create systems that easily enable front-line employees to personalize the customer’s experience by engaging them and 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.
Customer Experience Vision Statement
Your customer experience vision statement is the most critical part in your employees being fanatical about providing a positive experience on 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 your customer story, so your employees see it from your customer’s perspective, which will make them more present, and have more compassion and empathy.
Customer Experience Cycle
Systems and processes that remove variation and provide a consistent world-class customer experience at every touch point by every employee. Create nonnegotiable experiential standards for each stage of the organization’s customer experience cycle. These experiential standards allow employees to provide a consistent engaging experience that is unlike the majority of competitors. Employees must consistently execute each of these standards.
Annual Strategic Planning Session
Once a year your CX Trainer will have an Annual Strategic Planning session where you recap the past year, project success, victories, milestones, opportunities, KPI assessment, and plan the following year’s objectives, outcome, and define what success vividly looks like.
Zero Risk Session
Anticipating your service defects and having protocols in place to make it right. All employees must have full awareness of the potential common service defects that can arise at each stage of the customer experience cycle and be trained and empowered to provide great service recovery when defects arise, so your company is known to be zero risk to deal with.
World-Class Internal Culture Session
Creating an internal world-class experience between team members and departments. Building interdepartmental teamwork, through a better understanding of who their customers are internally and how the work they do impacts everyone else in the organization. Building more compassion & empathy internally.
World-Class Leadership Session
Attract, hire, and retain only the people who have the service DNA. Creating a world-class internal culture that only attracts, hires, and retains the people who are capable of upholding the experience vision of the organization. Walking the talk. Every world-class customer service organization is world-class to work for. It takes world-class leadership to provide the passion, inspiration, and discipline to all employees.
Above and Beyond Culture
Constant awareness and branding of how to be a hero. Create an awareness of the most common opportunities where employees can really deliver heroic service for the customer that creates an above and beyond culture and develop systems to share the stories.
At the completion of year 2 your Annual Strategy Session will plan out the following year and recap the successes of the previous two years.
Once a year your CX Trainer will have an Annual Strategic Planning session where you recap the past year, project success, victories, milestones, opportunities, KPI assessment, and plan the following year’s objectives, outcome, and define what success vividly looks like.
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to find out how The Ultimate CX Experience Methodology will grow your business
