DYK # 30: Did you know that a CX Strategy is a great way to set the direction and create clarity for your CX program?
In our recent DYK # 27 earlier in the year we explained what CX is, and differentiated the concept of CX from the Business Discipline of CX. That’s a very important first step to create clarity across your organisation. But that’s just the beginning.
Being very clear on what CX is, what great CX looks like and what you’re aiming for, and of course how you go about achieving your CX vision, are all part of our Melanie Disse Consulting CX Strategy recipe for success.
So let’s look into it with in our DYK # 30: “Did you know … that a CX Strategy is a great way to set the direction and create clarity for your CX program?”
Over the years we’ve worked with many organisations and we’ve been part of numerous CX Strategies. While every strategy is unique to the organisation, there are some fundamentals that need to be in place, and we typically follow a very similar process.
Every organisation's starting point is different, what they choose as their vision differs, and therefore their roadmap is unique.
But how we got about creating clarity for you, guiding you along the process, and helping you build out all those elements follows a very similar pattern.
That’s how we developed our approach to creating successful CX Strategies for our clients.
Here’s what’s part of it:
Generally speaking, we follow 3 steps:
Where we are now:
Understand your current state of CX
Program reviews or maturity assessments are great tools to determine your “current state” and starting point for your strategy.
Where we want to get to:
Define who you mean when you say “Customer”
Sounds simple, but often it’s anything but.
Define CX for your organisations
What it is, and what it isn’t.
Create your CX Vision
Define what great CX looks like for your organisations, and set goals.
Embed customer needs and insights into your vision statement.
Make it tangible for all teams. This might be the most critical step for success. Afterall, CX is a Team Sport.
How we get there:
Build out your roadmap to get from your current state to your desired future state
From tools & technology, to capabilities and culture. Don’t just think about functional elements such as technology projects or Measurement and Insight to Action frameworks; include culture and change management initiatives as well.
Sounds simple enough!? But remember, it’s a journey to go on. Don’t expect quick changes, especially when you need to change the company culture from an operational one to a customer centric one.
If you need any help with your CX Strategy, don’t be shy to get in touch! We can help you in several ways:
Sense check what you’ve already got. We can provide an expert perspective, share feedback and provide guidance.
We can do it all for you and with you. Whatever level of support you need, we’ve got your back!
I hope you found this article helpful! If you’d like to have a chat about how we can support you on your CX journey, please get in touch!
We’re here to help 🙂
#CX #CustomerExperience #CXTransformation #VoC #CXstrategy #culture #CXTeamSport