Episode 44 – What You GET From Your Customer Experience Focus – Different ROIs

Customer Experience deliverables separate from traditional ROI

  •  Clarity and alignment of your desired Culture and Core Values 
  • A unified front of HOW you want to be known to your customers
  • Your Mission and Vision statement refined into a “Tellable Story” to make the CX meaningful to employees and customers
  • Agreement within leadership of what “CX Success” looks like 
  • Customer Journey Mapping – Understanding what customers are currently ACTUALLY experiencing with your company, not what you HOPE you are delivering
  • Establishing project roadmap and timeline – This should be taken directly from your customer journey map.
  • Employee Experience Mapping = Better working environment, increased productivity, reduced employee churn, higher employee engagement.

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