Organization - 8 Considerations to Ensure Customer Experience Excellence

8 Considerations to Ensure Customer Experience Excellence

There are many organizational considerations involved in successful digital transformations. After several years of working with large, multinational companies of various stripes, we’ve determined that the following eight areas must be addressed to mitigate risk and increase the likelihood of success.

We assess our clients in all of these and determine where they lie in terms of maturity. In areas where they are lacking we work with them to get them into compliance. Assess your own organization against these and be honest. You owe it to your customers, employees and shareholders.

STRATEGIC APPROACH

Actions to Take

  • Speak to your customers and find out what they want from you.
  • Map customer journeys and gather actionable insight of each brand’s customer base.
  • Use to inform business strategies.

Why it’s Important

Customer centricity and responsiveness will grow loyalty and revenues.

MANAGEMENT BUY-IN

Actions to Take

  • Educate and recruit leadership that understand digital and customer experience strategy.

Why it’s Important

Remove internal roadblocks and empower the strategy.

DIGITAL CULTURE

Actions to Take

  • Recruit digital product and digital marketing teams internally.
  • Hire digitally forward partners and brief them to help infuse digital culture.

Why it’s Important

A digitally tuned organization can readily adapt to evolving strategies.

Digital Transformation Consultation

CUSTOMER INSIGHT & DATA DRIVEN

Actions to Take

  • Educate and recruit leaders that understand digital and customer experience strategy.

Why it’s Important

Create efficiencies, increase margins, increase revenues, improve loyalty, remove friction.

ENABLING TECHNOLOGY PLATFORM

Actions to Take

  • Build out and consolidate the technology and engagement platform with data and insight gathering in mind.

Why it’s Important

Enables brands for d2c and omni-channel growth.

Ability to adapt to strategy.

INTEGRATED CUSTOMER COMMUNICATION

Actions to Take

  • Involve customers in an ongoing feedback loop on their needs.
  • Map customer journeys per brand.
  • Deploy CX and digital teams to create brand touchpoints and engagement platform.

Why it’s Important

Loyalty from your customers.

Growth of your communities.

INTEGRATED CUSTOMER EXPERIENCE

Actions to Take

  • Educate and recruit leaders that understand digital and customer experience strategy.

Why it’s Important

Loyalty from your customers.

Increased revenues.

Cross-sell and up-sell opportunities.

AGILE & DESIGN LED PRACTICE & PROCESS

Actions to Take

  • Use a partner to lead on a path of digital transformation and infuse culture. Recruit for agile, design and ‘product’ minded teams.
  • Implement multi-disciplinary, cross functional agile teams across the business. Create
  • customer journeys to lead the overall roadmap.

Why it’s Important

Ability to adapt strategy.

Increase in velocity of strategic projects.

If you found this list useful, please forward it.

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