customer experience quick check workshop - the four pillars of customer experience management

our quick check: Assessing your current customer experience capabilities

Customer satisfaction increasingly plays a role in business success, meaning only a mature approach to customer experience management can ensure customer retention and deliver better acquisition outcomes. But how do you know if you are delivering an exceptional experience to your customers?

Book our customer experience Quick Check workshop now to find out. At the end of this workshop you will have all the information you need for an initial assessment of how your business currently manages customer experience and where your strengths  and weaknesses lie. 

We look forward to helping you understand your customers better. Take the first step today!

Four key components indicating customer centricity

  1. strategy and leadership
    Assessment of whether the company strategy, vision and mission are consistent with optimal customer experience outcomes. Are your leaders on board and do they have a high focus on customer centricity?
  2. governance
    Assessment of the integration of customer experience management in business processes and systems. Is customer experience measured and assessed in a consistent manner? Are opportunities identified, developed, prioritised and implemented to improve customer outcomes?
  3. customer engagement
    Assessment of the integration of customer feedback in business processes and the alignment of business decision making with the expectations and requirements of customers
  4. technology
    Assessment of the level of automatisation concerning customer experience management processes and the integration of customer experience in both the current IT-infrastructure and future IT-decision making