The latest research into Customer Experience makes stark reading. Get the inside track and data to support your business case and upskilling for CX.
š Customer experience is a billion-dollar global opportunity – but almost every single experience is broken š¤ How to make money while solving for it is where Customer Journey Management+ comes in.
But what exactly is Customer Journey Management? It’s the process of optimizing the interactions that consumers have in an experience across all touchpoints and channels.
This involves connecting the dots between customer interactions and the supporting systems and people that operate the internal processes.
Effectively you can’t be successful if you do one without the other.
By understanding the customer journey, businesses can identify pain points and areas for improvement, ultimately leading to increased customer satisfaction, lower costs and growing revenue (the triple crown).
At CJM Plus, we offer comprehensive solutions for businesses looking to improve their customer journey. From mapping out touchpoints to implementing analytics and automation tools, we help companies seize the billion-dollar opportunity that is customer experience.
Ready to take your customer experience strategy to the next level? Visit https://cjmplus.com to learn more about our offerings. š
“This course provided a terrific holistic framework for how I can more richly think about how MOTs connect to Customer Experience and Customer Journey Management. Itās a terrific program that Iād recommend and encourage Professionals to strongly consider.”
Jim Lecinski, Professor, Kellogg School of Management
(Jim is the creator of ZMOTs and Micro MOTs as a VP at Google 2006-2018)
L.G. Lavengood Outstanding Professor of the Year Award (2022)
Get yourself and your colleagues ‘upskilled’ with the Accredited Customer Experience ProfessionalĀ® to acquire the latest tools, techniques, and proven approaches to winning with Customer Experience.
RECOMMENDED QUALIFICATION: The Accredited Customer Experience ProfessionalĀ® (ACXP): https://bit.ly/UAECXMasters
If you want to check if your colleagues are already qualified do a search with #ACXP on Linkedin.
“(CEMMethod) provided a terrific holistic framework for how I can more richly think about how MOTs connect to Customer Experience and Customer Journey Management.”
Jim Lecinski, Professor, Kellogg School of Management (Jim is the creator of ZMOTs and Micro MOTs as an SVP at Google 2006-2018)
L.G. Lavengood Outstanding Professor of the Year Award (2022)
The latest research into Customer Experience Measurement makes stark reading. Get the inside track and data to support your business case for CX.
Customer experience (CX) is one of the most important factors influencing customer satisfaction, loyalty, retention and revenue. However, measuring CX can be challenging and complex, especially with existing systems that are often too subjective, retrospective and non-representativeĀ®.
If you are a senior business person or a customer experience professional who wants to gain organisational support for your efforts, produce actionable plans that improve customer experiences and build credibility for your CX efforts, then you need a new and innovative system to help you measure CX effectively and efficiently.
Some of the common challenges and limitations of existing CX measurement systems are:
They rely too much on subjective feedback from customers, such as surveys or ratings, which can be influenced by various factors such as mood, memory or social desirability
They are too retrospective, meaning they capture customer opinions after the experience has occurred, which can miss important moments or emotions during the experience
They are not representative, meaning they only capture a small sample of customers willing or able to provide feedback, which can skew the results or miss important segments or personas.
Some of the recent findings make for stark reading:
According to a McKinsey survey, the typical CX survey samples only 7 per cent of a companyās customers, providing an extremely limited view of what customers experience and value[1]
Another McKinsey report states that nearly two-thirds of respondents ranked the ability to act on CX issues in near real-time as among their top three priorities, but only 13 percent of leaders expressed certainty that their organizations could achieve this level of rapid insight through existing systems[2]
Too much subjective data often makes aligning customer goals with business outcomes difficult. Getting lost in the sheer mass of available data is far too easy.
These challenges can lead to inaccurate or incomplete data on customer experiences, resulting in poor decisions or actions that do not address customersā real needs or expectations. This can ultimately affect customer satisfaction, loyalty and retention.
So how can you enhance your CX measurement with objective, fact-based and actionable approaches?
How can you connect a modern CXMS to business goals and outcomes?
One way is to adopt approaches that add to existing CXM systems by incorporating six elements that directly measure experiences: How Easy, How fast, How convenient, How trackable, How personalised and How predictive.
Combine those measures with a unifying model, such as the Customer Performance LandscapeĀ® and directly link the customer experiences with business goals.[3]
The CEMMethodĀ® Customer Performance LandscapeĀ®
Over the last decade, we have codified these best CX measurement practices into the Customer Experience Management MethodĀ® (CEMMethodĀ®). These approaches are based on leading global companiesā ānextā practices. Sometimes, the Customer Experience 6 (CX6) measurement approach has completely replaced previous systems like CSAT and NPS.
The CX6 includes easy-to-measure elements across all experiences and can produce results from a simple and quick analysis. The approach will ensure full support from the business leaders and put all your CX efforts on steroids. It also doesnāt mean you have to abandon those dated approaches to CX measurement ā you can either implement CX6 as a complementary approach or as a complete standalone system.
If you would like to see how the CX6 can help we invite you to join our upcoming webinar on measuring customer experience with CX6.
In this webinar, you will learn:
What are the main challenges and limitations of existing CXM systems
What are the six elements of CX6 and how they relate to customer expectations and preferences
How to measure each element of experience using different methods or tools
What are the main benefits of using CX6 for organizations and customers
How to use CX6 in practice with a live demonstration
By attending this webinar, you will discover how CX6 can help you overcome the challenges of existing CXM systems and deliver better outcomes for both customers and organizations. You will also get to ask questions or share feedback on our presentation.
Take advantage of this opportunity to learn how to measure customer experience with CX6: a new and innovative system. Register now by clicking this link https://cemnext.com/cxm_landing and reserve your spot today!
Get yourself and your colleagues ‘upskilled’ with the Accredited Customer Experience ProfessionalĀ® to acquire the latest tools, techniques, and proven approaches to winning with Customer Experience.
RECOMMENDED QUALIFICATION: The Accredited Customer Experience ProfessionalĀ® (ACXP): https://bit.ly/GCCACXP
If you want to check if your colleagues are already qualified do a search with #ACXP on Linkedin.
BIG ANNOUNCEMENT! The ACXSā¢ training and certification program is now available online. Get instant access to 25 video lessons and become certified as an Accredited Customer Experience Specialist ā the first choice certification for CX disrupters.
You will learn how to connect with your customers at a deeper level, understand their expectations, where they came from and how to change them, uncover hidden needs, articulate ‘Successful Customer Outcome’ statements and build ideal experiences that deliver on these things.
Measure the CX6, calculate Return on Experience Investment, implement Proactive Experience Recovery, learn how to redefine CX in your companyā¦and much, much more.
Things are a bit crazy right now, weāre all stuck at home, weāre all looking for ways to make the most of our time, weāre all trying to be as productive as possible ā Why not become an Accredited Customer Experience Specialist Online, On-Demand, On Your Terms?
Use code āspecial50ā to get a massive 50% discount, taking lifetime access to the training down to from Ā£860 to only Ā£430!
And if that wasnāt good enough you can spread the payments out over 4 crazy low payments of just Ā£107.50
Going beyond process. Going beyond Customer Experience. Going beyond Enterprise Architecture. That is Total Experience Management. And that is going to be THE feature of the upcoming Summer session in London.
What significantly differentiates the top dogs in terms of business results? How can Amazon, Zara, Zappos and Emirates consistently outperform their competitors?Ā
Connecting better
You and I as consumers connect better with those companies who have a focus on delivering Successful Customer Outcomes, however, that doesnāt immediately come about through wishful thinking, re-engineering processes or investing in the latest bright shiny technologies. No, these successful organizations have a different strategyā¦. And that strategy understands a fundamental truth across every part of the enterprise. Without the employee āgetting itā you waste your time banging the drum about improving the Customer Experience and at best you will achieve a Hawthorne effect[1], where results are fleetingly better then reverting back to sometimes even worse than before.
And so, enter stage left the Employee Experience.
Great, got it! We invest in employeeās emotional well-being and we can then deliver great CX. Wrong again. Emotions are an effect created by the circumstances the employee finds themselves in. Imagine a draconian boss, poor lighting and awful colleagues.
Not too much of a surprise that employees will then have low morale, high absence rates, and short tenures before finding something better. Making them feel better by changing the boss, improving work conditions and encouraging teaminess may produce a short-term fleeting benefit however we are soon back to square one. Why is this?
Elegant simplicity
Amazingly the answer to this catch 22 has been there all along. It is so obvious calling it common sense way understates its importance. The elegant simplicity confuses those who believe we should just improve what we already do, or invest heavily in digital, or run team building motivational workshops.
And this isnāt a secret sauce – three simple steps will get you thereā¦
Understand what success looks like for the customer
Create measures of those Needs and Expectations
Align and Reward employees to deliver those Needs and Expectations ā without exception
And as if by magic, morale improves, employees become adept at dealing with any situation (without the need to go āupstairsā), customers are delighted and results, measured through costs, service and revenue dramatically improve. Sure, you can go measure the emotional employee impact (we are all happier!) but also remember that is a consequence of doing the right things first. And if you have to measure the employee emotions to tell you things arenāt working you are not understanding your customers well enough.
>> Watch Richard Branson, CEO Virgin Group discuss this topic here.
>> Watch Zappos and Disney SVPās discuss Employee Experience with James Dodkins. Also, access his new book āPut your customers secondā ā he is offering three free chapters!
>> Join us at an upcoming training to understand and make your own the approaches that work immediately.
