THE METHODOLOGY
From years of studying and working with world-class customer experience organizations, we have found there are principles they all have in common that differentiate them from other organizations and elevates them to a different customer experience level. This methodology is irrefutable and provides us with the ability to study your company and train you to apply these methodologies creating world-class customer experience in your organization.
The Methodology Model
The path To World-Class Customer Experience
Immersion
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, the roles of the leadership team, CX project lead, and steering committee.
Customer Experience Action 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.
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 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
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.
Explore CX Trainings Methodology Sessions
Zero Risk
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 with which to deal.
World Class Leadership
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.
World Class Internal Culture
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.
Above and Beyond
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.
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.