why you need it
How does your customer experience differentiate from others? For a lasting competitive advantage it is crucial to have a clear strategy. To drive your brand preference in the competitive landscape and to operationalise this in your marketing and customer journey teams following a coordinated (omni)channel strategy.
We help you define that CX ambition along with a strategy for achieving brand differentiation and customer loyalty in the market.
what we offer
branded CX ambition
To be able to manage your customer experience, you need to determine what your strategic ambition is for differentiating your branded customer experience.
Based on your business objectives and strategic brand promise we help you define that the target customer experience along with tangible guidelines for how you intend to tailor it to segments and channels. This will enable your teams to deliver that customer experience in your service delivery.
cx strategy for delivery
With a clear CX ambition set it is time to agree on a clear strategy for delivering on that promise. This CX strategy guide your teams on how to execute to achieve the desired experience and business outcomes.
The CX strategy will cover
- Customer engagement from activation to loyalty
- Moments of truth for your brand per customer segment
- Omni-channel matrix with a clear role & focus per channel
- Personalisation approach for a tailored experience
This strategic activity is a co-creation effort with your key stakeholders in your organisation such as brand, marketing, sales, CX, and customer service. Bringing everyone together on this is crucial!
targets & governance
A clear CX ambition along with a strategy for execution is crucial but also needs well defined targets and clear governance plan for monitoring and reporting progress. We help you define CX related targets inline with business objectives and required governance.
operationalise CX ambition
Defining a CX strategy with targets and governance is great but you won’t achieve much if your teams don’t work towards the ambition in their work on a day to day basis. We help create tangible tools, guidelines and examples for teams to apply, along with coaching or training where needed.
client case
a joint CX ambition at Greenchoice
Greenchoice asked us to help define a desired customer experience and detailed customer experience principles, providing a framework to prioritise initiatives to focus their CX efforts next year.
the outcomes of a CX strategy & ambition
1.Strategic CX ambition
A differentiating customer experience that contributes to your brand promise is crucial for a lasting competitive advantage.
2.Execution strategy
A clear strategy for personalisation, engagement and channels so that all teams are aligned on how to achieve the ambition.
3.Practical examples
Tangible guidelines, examples and KPI’s that are tailored per department so that your teams can execute effectively.
Harald Lamberts
Founder & Strategy Director