This category is how your culture and organization empower employees to excel in customer experience. Improving this area could include training, communicating processes and strategy, and shifting internal thought to be customer-centric.
Map Your Customer Experience JourneyWhat do you do to enable your strategy internally? How do you address customer issues and promote customer experience? This area is directly related to how you implement your customer experience strategy within your organization.
Use Process to Unlock ProcessHow does your internal technology enable customer experience? Do you have the systems in place to support every member of your organization to have a complete customer picture and share information regardless of role? This area is specific to the technological tools you use internally to optimize and create synergy within your organization when it comes to your product or service.
See How Technology Empowers Customer ExperienceHow easy are your systems to use and do they support employees in their day-to-day jobs? This is directly related to the ease of use of technology and processes and how well your organization has adopted those platforms internally.
Overcome Your Customer Experience RoadblocksHow well does your organization standardize and catalog data? Relating specifically to your record keeping, data quality determines not only what you know about your customers but how to personalize each interaction, anticipate needs, and create shared internal visibility into your data.
Unlock Your Secret WeaponThis is something within your organization that needs action sooner rather than later because your CX strategy is in jeopardy of hurting customer relationships. Take steps to advance in these areas first before refining other areas of your strategy.
These are areas of improvement to help you refine your organizational CX strategy and culture. Take the time to find your footing and address them to reach CX mastery and further customer satisfaction.
In these areas, you’re in a good spot. It’s always great practice to keep learning and growing, but you’re making the right decisions in your organization’s journey toward high-definition customer experience.