Customer Experience Culture Change Radar

Customer Experience Culture Change Radar

• 1.
  Company Culture Customer Experience website leadership attitude internal campaign voice of change personality culture shiftblog tools training communications plan technology integration omni-channel delivery external storytelling social networks customer board of advisors touchpoint map experience strategy experience vision customer service knowledge leadership presence thought leadership The primary purpose of the culture shift blog is to demonstrate how the teams are progressing toward a stated vision. Culture shifts toward Customer Experience should be rolled out in a campaign format tied to a larger internal communications plan to keep everyone informed. Taking note of the change in the organization’s CX personality can be an explicit big splash or subtle. Either way, it needs to be reflected externally after it’s been voiced internally. A steady leadership presence lets the executives and the staff know that progress is being made. Make every effort to communicate your progress. Creating a Chief Experience Officer is the fastest path to leading changes with a renewed focus on customer experience. It’s imperative that there is a mandate from up high to begin developing and publishing thought leadership. This is what gives you the greatest credibility in your markets. Creating a customer board of advisors is helpful to illuminate the critical external perspective on delivering great customer experiences. Training is critical in the delivery of change as it affects the customer across all channels. Make sure your people get the time it takes to get comfortable with the way things change. Customer Experience Culture Change Map The Customer Experience Strategy is a physical document that gets published so all people know what it’s trying to accomplish and how they can support it. CEO Sponsorship chief experience officer Without the CEO’s explicit support of a shift toward Customer Experience, the initiative will remain in jeopardy. Show her support with content on an internal change blog that gets updated. Tech works for people, not the other way around. Simplicity is key to technology integration. Create a touchpoint map to see how tech can best serve your customers and then your business. One begets the other. The personality of the organization bleeds through the phone lines mores than all other channels combined even though they may not be the most used or lucrative. Make sure the CSRs are reflecting the right CX personality. Company Core Values Making deliberate changes to your organization’s value delivery needs to happen across all channels in a well- coordinated fashion. Plan for a bulk of your change energy to be spent here. Remember, make sure your “voice of change” is reflected in every customer touchpoint. @stevenkeith