Most organisations have invested in a customer experience programme. Some are making a real success of theirs. We’ve had the pleasure of supporting some of these with their endeavours, interviewed CX leaders about their progress, judged winning CX award entries and experienced award success with our own clients.
However, we’ve also seen the evidence of programmes which fail to make the grade. There are a number of reasons for this. Sadly, it often boils down to investment in technology choices, neglecting to bring key stakeholders on the journey and chasing the wrong KPI’s.
But, any company can be transformed into delivering an award winning, world class customer experience which they are recognised for and their customers choose them over other choices for, in three steps. Furthermore, all three steps can be complete with 4 months.
Step 1 CX Programmes Profitability Alignment
Make sure the CX Programme activities are aligned to those which are known to drive success
Only 10% of CX programmes achieve their profit potential. It’s not surprising, research conducted in this area has identified there are 47 critical activities, which managed effectively, increase programme profitability by 600%. Now available as an evaluation tool (CXPPA) developed from CX Typology research(1), any organisation can benchmark how they are set up and managing CX against the world’s most successful performing programmes.
This evaluation not only benchmarks, but identifies how programmes compare to the best CX performers, as well as recommends what needs to be improved in which order to increase profitability. This step is achievable in 3 to 4 weeks.
Step 2 Prioritising What Matters Most
Know what experiences matters most to customer’s decisions to choose one brand over others
Attention should always identify ‘what matters most to customers’ early.
By which we don’t mean, how to ‘make it easy’ or how to ‘personalise the experience’, we mean understanding what drives customer’s behavioural change. This is the most reliable indicator of customer’s decision to choose one organisation over another. In addition, it is a very effective way to understand how to improve both Customer Satisfaction and Net Promoter Scores.
Research conducted(2) into what drivers customer experience behaviour has identified that 25 customer drivers account for over 80% of everything any CX leader needs to know about what customers want fulfilled.
However, many of these 25 drivers have little to no influence on customer decision-making so are surplus to requirements. Which means if you reduce investment in them, performance scores stay the same, but costs can be taken out. Meaning the company is more profitable overall.
In addition, those drivers which are the most influential, are highlighted. This is where a company should focus CX investment to increase NPS, CSAT, profitability and success.
These drivers are known as Experience Quality Measures (EXQ) and are the work of Dr Professor Phil Klaus, world-renowned Customer Experience Academic.
Through Lexden, all companies can now identify their own EXQ set and with it know what to prioritise to improve their NPS and CSAT performance. This step is achievable in 4-6 weeks.
Step 3 Competitor Advantage with Customer Experience
Make sure the brand difference is amplified through the experiences
The third step, enables a company to achieve competitive advantage through customer experience. Why is this worth noting? Much customer experience efforts are operationally or technologically efficient improvements. These are typically delivered with little consideration of how to build brand distinction. This means competitors can copy the ides and therefore neutralise any brand advantage which could have been achieved. In fairness, brand doesn’t help as the brand architecture is not seen as accessible working tool to apply
However, by designing a Brand Experience Platform, this is overcome and the brand becomes an asset to the customer experience. It is made up of two principal elements:
- Brand Experience Idea – which acts as a rallying cry for all colleagues to connect the advantage of the brand to the importance of customer experience, in a way which all can understand.
- Branded Customer Standards – these are the set of drivers (as mentioned in step 2) which matters most to customers, translated into standards the company must deliver to in a way only they can. This is most powerful when standards relate to profitability. These ‘standards’ can then be used universally by the company to design internal practices and ways of working and external delivery and experiences. All employees can then confidently work to deliver consistent experiences, which will further reinforce brand distinction.
Step 3 is about putting a framework in place to ensure consistency and making the most of the brand. Achievable in 6-8 weeks.
So there you have it. Three steps to take any programme from where it is to world-class.
All three programmes are available from Lexden should assistance getting there be needed. We’d be happy to share more with you and see if we can add real value to your endeavours. However, ownership of what you do and why, must stay within the organisation, not leave with the consultancy or customer feedback platform provider (the fourth reason for failure!).
Lexden delivers effective customer experience solutions for clients serious about sustainable customer relationships.
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(1) CX Typology is the copyright of Prof Dr Phil Klaus.
(2) Experience Quality Measurement (EXQ) focuses on the behavioural change achieved by a brand through customer experience. EXQ is the copyright of Prof Dr Phil Klaus.