Optimise Your Company’s Business Strategy With Customers In Mind
Embrace customer experience as your business’ top priority
Develop your customer experience strategy.
Competency 3 unites your organization to build a ‘one-company’ listening system, constantly refreshing to tell the story of your customers’ experience and guided by the customer journey framework. Feedback volunteered from customers as they interact with you, survey and social feedback, ethnography and other sources of gathered input are assembled into one complete picture, presenting customer perception and value, stage by stage of your experience.
The goal is to engage leaders and the organization to want to be a part of ‘one company’ storytelling to unite decision-making and drive cross-company focus and action. That’s why I’ve coined this competency as building a customer ‘listening path.’
The common path connects all of this listening to the customer journey to galvanize leaders and the organization to focus on key areas of improvement connected to customer growth, driving greater results and greater understanding of this work.
Unite your business’ leadership.