If you are just starting, or are transforming, your customer experience practice, there is a driving desire for a quick win. A need to show financial results in the next quarterly meeting. A need to “check the box” that you are “doing“customer experience. But you wouldn’t start a business without a plan of action, a strategy, processes, a roadmap, but most importantly, a definition of success? It’s the same with Customer Experience.
Launching a survey, jumping right into a measurement or listening to customers without a carefully thought out plan is like opening the doors of a new business without inventory, clerks, or a cash register. You will find quick wins, but you will continue to Band-aid and churn activities without any real direction. Even if you are starting with a pilot to get your feet wet, it still requires careful thought and planning.
We need to drive and manage customer experience tactical activities with strategic intent. Resources, processes and planning are needed to determining how we will:
Start or transform your current Customer Experience practice by clearly defining your mission, goals, customer strategy, objectives, key performance indicators, timeline and roadmap, objectives and other key components of your blueprint for success. Creating this charter and business plan – all the while knowing the document will be a living, breathing reflection of what you learn and how you adjust – can be a key success factor to your new practice.