Marketing Agency

PHASE 7: Customer Experience LAUNCH PLANNING To effectively launch Customer Experience, the entire company is enabled at every step along the way.   To be… Read More »PHASE 7: Customer Experience LAUNCH PLANNING

PHASE 6: Customer Experience MEASUREMENT Measurement of the customer experience is achieved by collecting insights and feedback directly from the customers.   To improve customer… Read More »PHASE 6: CX MEASUREMENT

PHASE 5: Customer Experience PROCESS DESIGN The policies, processes, and business rules that provide the “logic” for how the business is run. Some of this… Read More »PHASE 5: Customer Experience PROCESS DESIGN

PHASE 4: Customer Experience CAPABILITIES ASSESSMENT Understand if your company has both the capacity and capability required to deliver and maintain the ideal experience for… Read More »PHASE 4: Customer Experience CAPABILITIES ASSESSMENT

PHASE 3: Customer Experience TOUCHPOINT ANALYSIS Touchpoint Analysis provides a comprehensive, end-to-end inventory of all processes, business rules, and touchpoints (both internal and customer-facing) that… Read More »PHASE 3: Customer Experience TOUCHPOINT ANALYSIS

PHASE 2: Customer Experience GOVERNANCE To launch and maintain a successful customer-focused culture, a top-down philosophy of governance is critical. Clearly defined Customer Experience governance… Read More »PHASE 2: Customer Experience GOVERNANCE

PHASE 1: Customer Experience VISION & STRATEGY Client Experience (Customer Experience ) Design must always begin with a clear vision that is linked to the… Read More »PHASE 1: Customer Experience VISION & STRATEGY

PHASE 3: BUYER SEGMENTATION Understand how buyers in your accounts and markets make purchase decisions.   Intimately knowing your buyers needs and how they buy… Read More »PHASE 3: BUYER SEGMENTATION

PHASE 2: ACCOUNT SEGMENTATION Understand which accounts in your market are going to generate the most revenue over the shortest period.   Quantifying the potential,… Read More »PHASE 2: ACCOUNT SEGMENTATION

PHASE 1: MARKET SEGMENTATION Divide the broad target market into subsets of buyers who have common needs, priorities and solution options.   Identifying markets where… Read More »PHASE 1: MARKET SEGMENTATION