A STRUCTURED step by step GUIDE to understanding and acting on REAL Customer Needs. This webinar features the rarest alchemy of converting customer experiences into precious metal.
Steve Towers walks you through a case-study in the creation of two pivotal tools, the Outside-In Strategic Matrix (OISM) and the Successful Customer Outcome Canvas (SCOC).
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Developing a consensus and subsequent action plan is key to success. Watch how one airline delivers Successful Customer Outcomes.
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The CX Secrets to be Revealed include
SECRET #1: HOW TO REFRAME
any process and CX to a customer-centric model
any process and CX to a customer-centric model
How to use a powerful template that gets full collaboration
How to create an agreed understanding of the REAL CX within 2-3 hours
SECRET #2: HOW TO IDENTIFY and AGREE the real customer needs (even when they don’t know them!)
How to quickly focus on REAL needs and create an agreed framework to share with everyone involved with the CX and linked processes
SECRET #3: HOW TO ACTION a clearly defined SMART set of metrics that guide your work
How to create a definitive set of METRICS that align everything you do to quickly deliver and sustain Successful Customer Outcomes
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And then… When you have the SECRETS I will then introduce you to the Accredited Customer Experience Masters (ACXM) program. The global certified qualification in 116 countries!
