Connecting the Five CX Competencies

The customer experience that gains the most confidence with customers is to get the basics right. First, you must earn the right to customers’ confidence. Knit together the series of contacts you have with customers to bring a sense of reliability in what they can expect from you. Only after you established a reliable experience and gained their confidence, can you move to deepen a personal relationship that ultimately broadens inoto customers referring you to others.

1. Customers as Assets

• Knowing the growth or loss of customers.
• Caring about the “why?”

Where Are You Now in Managing Customers as Assets?

2. Align Operations Around Experience Design

• Driving accountability to the stages as customers experience them, not down your silos.
• Identifying priorities to drive united focus.

Move From Silo Based Actions to Customer Journey Based Actions Have You Removed the Inhibitors to Your CX Success?

3. Customer Listening

• Knowing and caring about real time emerging issues, and mapping them to the customer journey.
• Uniting how you identify and act on issues/opportunities.

4. Customer Experience Reliability

• Proactively managing key cross-company process/KPI metric s– to hold yourselves accountable to deliver experience reliability.
• Driving on-going action on emerging issues before customers tell you.

Is it a Reliable Experience or Experience Breakdown? Gain Reliability with Accountability How to Bring the Organization Together to Think “Experience”

5. Leadership and Customer Experience Culture

• Uniting your actions by clarity of purpose.
• Driving regular CX accountability for taking focused actions.
• Giving people permission and enabling them to deliver customer experience reliability.

Customer Leaders Must Have Guts Keep Your Focus Across the Silos Involve Executives in the Customer Loss Review Customer Hand-offs Requires Collaboration

How Do You Deliver Reliable Service?

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