KEY SUCCESS FACTORS IMPLEMENTING A CUSTOMER EXPERIENCE STRATEGY. Sara Sillén
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1 KEY SUCCESS FACTORS IMPLEMENTING A CUSTOMER EXPERIENCE STRATEGY Sara Sillén
2 In the age of the customer, you need your customers more than they need you. 2
3 What is Customer Experience? Your customers' perception of all their interactions with your company - consciously and subconsciously 3
4 Creating a customer experience strategy your way to a more profitable business Align with the overall business strategy and brand Define your customer experience strategy Ensure one experience no matter what channel Share with all your employees 4
5 Key success factors when implementing your Customer Experience strategy Make it tangible Listen to your customers Map your customer journey Improve based on insight Engage everyone 5
6 Key success factors when implementing your Customer Experience strategy Make it tangible Listen to your customers Map your customer journey Improve based on insight Engage everyone 6
7 Make it tangible by ensuring alignment to business growth View your customer as assets Align leaders around the performance Get everyone to understand why 7
8 Key success factors when implementing your Customer Experience strategy Make it tangible Listen to your customers Map your customer journey Improve based on insight Engage everyone 8
9 Customer journeys a trendy but yet valuable tool Put yourself in the shoes of your customers! Select a few personas or customer scenarios Map all interactions before, during, after Stick to the outside-in perspective Work across functions, link to insights and find the moments that matters 9
10 Key success factors when implementing your Customer Experience strategy Make it tangible Listen to your customers Map your customer journey Improve based on insight Engage everyone 10
11 What you think you know about your customers is often wrong that s why you need real insights! Find metrics that suits your business and purpose Use your customer journey and collect insights from multiple sources Measure on a regular basis and share the results Make it actionable and always link to the overall vision &?! 11
12 Key success factors when implementing your Customer Experience strategy Make it tangible Listen to your customers Map your customer journey Improve based on insight Engage everyone 12
13 Focus where customers want you to perform better not where you think you have your weaknesses Find key areas and focus your effort Select a few improvement initiatives and track the results Ensure cross-functional teams and decision forums Follow up an visualize the results 13
14 Key success factors when implementing your Customer Experience strategy Make it tangible Listen to your customers Map your customer journey Improve based on insight Engage everyone 14
15 There are only two type of colleagues colleagues who serve the customer and colleagues who serve colleagues who serve the customer! 15
16 Reaching a customer-centric organization takes time and includes everyone Everyone needs to understand why Work through middle managers Find actions that people understand and can relate to Be patient change takes time! 16
17 So, what was it all about? 1. Customer Experience is your customers' perception of all their interactions with your company 2. You need to define your unique Customer Experience strategy, align it with business and brand strategies and share it with all your employees 3. To succeed when implementing your strategy Make it tangible Listen to your customers Map your customer journey Improve based on insight Engage everyone 17
18 We inspire and lead people to create healthy and vigorous enterprises Business Wellness. Our mission Sara Sillén Tel direct: SMS: Web:
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