9 Steps to a Valued, Differentiated and
Consistently Delivered Customer Experience

By Dale Wolf

In his last post, Louis Columbus counseled on how to manage change when launching a new Customer Experience Management process. Let me add just one extra piece to this puzzle … a nine-step process for covering all the bases when designing the communications to push this process forward:

1.       Identify what customers value

2.       Aggregate customers with similar values

3.       Determine value gaps for each cluster

4.       Prioritize gaps you can best fill

5.       Determine tools to deliver value

6.       Eliminate all non-value adding messages, tools and channels

7.       Improve and automate critical processes

8.       Select contextually relevant strategies to communicate value

9.       Measure continuously against goals

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