{"id":105804,"date":"2014-06-11T10:16:02","date_gmt":"2014-06-11T17:16:02","guid":{"rendered":"http:\/\/chiefcustomerofficer.customerbliss.com\/2014\/06\/10\/cx-competency-2-align-operations-around-experience\/"},"modified":"2014-06-11T10:21:11","modified_gmt":"2014-06-11T17:21:11","slug":"cx-competency-2-align-operations-around-experience","status":"publish","type":"post","link":"https:\/\/customerthink.com\/cx-competency-2-align-operations-around-experience\/","title":{"rendered":"CX Competency 2: Align Operations Around Experience"},"content":{"rendered":"<p>This is the platform work for a customer experience transformation journey.<br \/><a href=\"http:\/\/chiefcustomerofficer.customerbliss.com\/wp-content\/uploads\/2014\/06\/CX-Competency-2-Align-Around-Experience.jpg\"><img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-medium wp-image-2223 c3\" src=\"http:\/\/chiefcustomerofficer.customerbliss.com\/wp-content\/uploads\/2014\/06\/CX-Competency-2-Align-Around-Experience-300x225.jpg\" alt=\"CX Competency 2 - Align Around Experience\" width=\"300\" height=\"225\" \/><\/a><\/p>\n<p>Here you define the stages of the experience and the moments of truth that comprise all of the experience touchpoints.\u00a0This includes both the obvious touchpoints (such as \u201cwhen the customer places their order\u201d) as well as opportunities that might be missed (such as \u201cwhen the customer places their 100th order\u201d or \u201cwhen the customer has contacted customer service three times in a month\u201d).<\/p>\n<ul>\n<li>Label the continuum to define the life cycle stages with your customer<\/li>\n<li>Lead teams to identify the key 10-20 moments of truth so that you can prioritize the touch points<\/li>\n<li>Facilitate sessions to gain consensus<\/li>\n<\/ul>\n<p>The significance of aligning the experience is huge. Not enough ompanies understand that this is the first \u201cduct tape\u201d exercise to get your organization moving together in one direction \u2013 and that\u2019s to <strong>agree on the stages of your customer experience<\/strong>.<\/p>\n<p>Once the customer experience stages are established, you can:<\/p>\n<ul>\n<li>Line up customer feedback to these stages \u2013 where you gather feedback on the experience.<\/li>\n<li>Use the stages to frame and assign cross-company accountability. This gives leaders a way to hold the company accountable \u2013 to stages of the experience and to cross functional teams who impact the stage. Getting agreement here means changing accountability from \u201cdown the silo\u201d scorecards and dashboards to \u201cacross the experience\u201d shared metrics and accountability.<\/li>\n<li>Use the stages to identify and track performance metrics.\u00a0Connect cross-silo operational metrics for the delivery of cohesive experiences.<\/li>\n<li>Establish reward and recognition that enforces key moments.<\/li>\n<\/ul>\n<p><strong>Download the pdf<\/strong>:\u00a0<a href=\"http:\/\/chiefcustomerofficer.customerbliss.com\/wp-content\/uploads\/2014\/06\/How-to-Reduce-Dueling-Silos.pdf\" >How to Reduce Dueling Silos<\/a><br \/>(Includes steps to define customer experience stages, identify cross-silo dependencies and evaluate the silo impact across the customer experience.)<\/p>\n","protected":false},"excerpt":{"rendered":"<p>This is the platform work for a customer experience transformation journey. Here you define the stages of the experience and the moments of truth that comprise all of the experience touchpoints.\u00a0This includes both the obvious touchpoints (such as \u201cwhen the customer places their order\u201d) as well as opportunities that might be missed (such as \u201cwhen [&hellip;]<\/p>\n","protected":false},"author":6486,"featured_media":105440,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[128,84],"tags":[],"_links":{"self":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/105804"}],"collection":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/users\/6486"}],"replies":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/comments?post=105804"}],"version-history":[{"count":0,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/105804\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media\/105440"}],"wp:attachment":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media?parent=105804"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/categories?post=105804"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/tags?post=105804"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}