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 effective, Customer Experience initiatives must be launched across the entire… 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 experiences, an organization must know two things. First, they must… 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 is embedded in the systems, some of this is taught… 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 your customers.   Knowing the quality of your talent and… 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 affect the way your company does business.   Touchpoint analysis… 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 will assure a sustainable, long-term shift instead of a short-term… 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 brand promise of the organization. This vision defines both the… 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 will allow you to capture more value from the market.… 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, propensity to buy, and willingness-to-pay for each account will increase… 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 you will have a competitive advantage will fuel the growth… PHASE 1: MARKET SEGMENTATION