How to Start Customer Experience Management: Start customer experience management with your business objective and a plan for who should do what, when and why.

Avoid the temptation to buy a technology or start a survey until you have created your plan.

1) Example business objective: retention, differentiation, industry leadership, customer value, profitability, or risk minimization.
2 ) Who are your core-growth customers? What do you already know about your them regarding this business objective?
3 ) Who in your company (and its ecosystem) is a contributor to these customers’ behaviors regarding this business objective?
4 ) How has a previous initiative with these contributors succeeded or failed? What lessons learned can you borrow?
5 ) How can you engage these contributors in aligning their behaviors with your answer to question 2 above? What will you need to do to minimize their resistance and workarounds, and to maintain their ongoing energy for these behaviors?
6) Referring to your answer to question 2 above, what will make the most sense to your customers as ways to engage them toward your business objective?
7) How can you tie-in your answers to questions 5-6 to the routines of contributors and customers? Routines include planning cycles, reviews, meetings, and so on.
8) Communicate your answers to questions 5-7 above to the contributors and engage them in making a difference.
9) Engage customers, buy technologies, and so on in accordance with your answer to question 8.

See also: Customer Experience Playbook

This is a glimpse into what you gain from ClearAction Experience Leadership Mastery.

What You Can Do to Master Experience Leadership

  1. Get a sounding board for work you have underway.
  2. Request a rapid action template session to kickstart your progress in any area.
  3. Enroll your senior leadership team and board in our 2-hour C-Suite Guide to CX Growth working session.
  4. Enrich your experts’ wisdom in this direction via Experience Leadership for Experts and Executives.
  5. Redirect your CX/EX/PX strategy to this sensible approach by encouraging all experience managers (customer, employee, partner experience) to learn the full spectrum of skills needed: FoundationalIntermediateOngoing.
  6. Apply ongoing wisdom with your whole department in the Experience Value Exchange.

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