9 Steps to a Valued, Differentiated and
Consistently Delivered Customer Experience
Posted on January 13, 2008 by Dale Wolf
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
This blog is all about freely sharing insights about customer experience and contextual marketing. The ideas are free to you and I hope you find them valuable in helping you lead a marketing transformation at your company. If I have helped make you more successful, then this project has been worthwhile.Google+
Great list Dale. I am blogging about customer service this week over on my blog so check it out.
Using EDM to improve the customer experience
(Posted by guest blogger, James Taylor) Dale Wolf had a post this week titled 9 Steps to a Valued, Differentiated and Consistently Delivered Customer Experience. It was a very useful list and it seemed to me useful to map Enterprise