CX@Rutgers

Setting your customer experience roadmap

3/31/2017

1 Comment

 
Picture
Let’s be frank.  Committing your business to be customer-focused and delivering an outstanding customer experience isn’t easy — particularly for those companies that are in the early stages of maturity.  Customer experience isn’t a destination — it’s an ongoing journey and the transformation timeline to leadership may be a multi-year effort.
Critical to this journey is to clearly articulate the desired results and have the  endgame in mind:
What do you want to achieve?
What does success look like?
Kinship Consulting works with its clients to design complete and integrated customer experience strategies, customer journeys, and  the right operational capabilities for future growth.
Our customer experience strategy projects generally possess the following key components:
  1. Customer Experience Strategy:  We help our clients define the program objectives, set performance goals for each key metric, and estimate the level of economic impact achieved from their Customer Experience program.
  2. Customer Experience Vision and Blueprint:  Customer experiences should be fundamentally aligned to customer needs and expectations.  They should create an emotional state that leaves a positive memory — particularly at the customer moments of value.  We create the overall desired experience at each customer touchpoint.
  3. Effective Customer Feedback and Listening Program:  An effective customer feedback and listening program must be able to provide fast and reliable feedback at every customer interaction point.
  4. Customer Feedback Insight and Analytics Processes — We work with our clients to develop the necessary reporting, analytics, organization teams and routines requires for insight collaboration and root cause diagnostics.
  5. Customer Experience Capability Development:  We help our clients  turn insight into action by developing the appropriate change initiatives, governance structures, employee accountability, and organizational structures.  Our goal is to create the organizational “will and skill” to undertake the required change journey.
source: http://kinshipconsulting.com/services/customer-experience-strategy/
1 Comment
Breakfast Recipes link
8/11/2019 03:22:52 am

Very informative.

Reply



Leave a Reply.

    Archives

    April 2017
    March 2017

    Categories

    All

    RSS Feed

​​Location
New Brunswick, New Jersey
SoCal Location, California
Online or on-site at your location
Contact Us
Robin Danscuk
Program Manager
rdanscuk@cx.rutgers.edu
732-743-8325

SUBSCRIBE

Join our mailing list today!
Join Now

CX@RUTGERS

The Customer Experience Certificate Program at Rutgers is offered in connection with the Rutgers Center for Innovation Education
and the Rutgers Professional Science Master's Degree.