You can fast-track your market nimbleness through benchmark insights that guide all employees in tuning-in to customer, competitor and market trends. 32% higher profit is achieved by the best-in-class companies, on average, in the Market Responsiveness IndexTM benchmark pool.
Research of 10,000 companies across 25 years proved that a strong customer-culture drives over 35 business performance measures, including ROI, customer retention, market share and sales. Employees’ 20-minute assessment online produces a benchmark comparison, roadmap and playbooks to speed your nimbleness. We mobilize your organization in bringing the roadmap to life in application working sessions. These can be done online.
Make a quick guesstimate of the lost opportunities over the past year as market shifts occurred. Add win-loss and turnover of customers and employees. You can reverse those figures by 25-50% as evidenced by the 400+ firms in the MRI™ best-in-class benchmark.
Start with MRI-CX Pulse™ to get your benchmark comparison report in 1-2 weeks, based on 20 of your executives’ answers to the 20-minute assessment online. See how powerful this report is in rapid adoption of new habits across your firm that elevate your market nimbleness.
Compare customers’ desired versus undesired outcomes across solutions and time.
The CX Value QuotientTM quantifies the extent to which customers are enhanced or constrained by your enterprise.
- Measure value: benefits versus costs, as seen by customers.
- Compare desired versus undesired outcomes, as seen by customers.
- Identify competitive leadership paths in customer experience excellence.
Improving customers’ time, effort, worry and opportunity costs are most important, especially today. It’s the best path to increase trust. It will boost your customer experience value quotient significantly and reduce your costs, too. These elements may be the hardest things for your competitors to copy, and therefore, your surest strategy to sustainable value superiority.
Outcomes must be both effective and efficient. Effectiveness is provided by the product, service, personnel, image, business model, and so forth. These are typically included in developing a marketing value proposition, essentially your brand promise. What’s often overlooked in a value proposition are customers’ costs beyond money: time, effort, worry, and missed opportunities.
- Outcomes are the basis for customers’ behavior: rebuy, recommend, etc. Outcomes involve what your solution is integrated with in customers’ life/business. Desired outcomes are contributors toward customers’ purposes.
- Undesired outcomes are inhibitors of customers’ purposes. They are surprises in conflict with your value proposition.
- Outcomes are about your customer, whereas typical voice-of-the-customer (e.g. NPS) and customer service and success metrics are about your firm, product or people.
- Outcomes are an accurate view of value to customers. They can be tracked relative to expectations, alternative solutions, and over time.
- Outcomes should be tracked for separate customer segments, which should be defined by end-to-end journey expectation-sets.
Executive sponsorship is strengthened through visibility to teams’ achievements and roadblocks. Teams are motivated to solidly execute strategy by seeing how their work translates to growth.
You can empower metrics acceleration by highlighting the end-to-end natural layers of metrics. Focus attention on leading indicators that teams can control.
Robust correlation and root cause analysis can identify early warning signals and levers that can predict outcomes for customer behaviors and business growth.
The CX Value Chain Dashboard™ displays the natural flow of metrics at-a-glance. It’s based on the natural flow of COPIS: customers determine necessary outputs of processes which identify the inputs needed from suppliers. The key is to “peel the onion” systematically, to enable teams to focus on early warning signals within their process workflows as predictive KPIs.
CX Value Chain Dashboard™ is customized to your company and your existing resources for rapid deployment and adoption. Your subject matter experts participate in succinct tailoring calls to tailor the playbook that we bring to life in application working sessions. These can be done online.
Strategic RenewalTM unifies your senior leadership team in their customer experience vision and definition, equipping each executive with their respective operating plan in support of multi-year enterprise-wide customer experience objectives.
It identifies patterns to unlock root causes of strategic gaps in ease-of-doing business, ease-of-work, and financial performance. A holistic view of these insights can raise the perspective of each senior leadership team member to a more collaborative, unified level for significantly greater deployment clarity.
While financial results garner most of the leadership’s attention, it is the drivers and sub-drivers of both costs and revenue that are the key to improvements.
Tactical fixes to incentives and specific transactions don’t cause the foundational shift necessary to break open a fundamentally new way of working. We tend to focus on the people as the problem, much like blaming the plant if it dies, without recognizing the strategic value of an operating model that is objectively and comparatively superior to other players in the space.
- Does each C-team member have an ops plan for CX?
- Is the C-team unified in their CX vision & definition?
- Is CX insight a determinant of corporate strategy?
- Do multi-year enterprise-wide CX objectives exist?
A team analogy helps people to see their own position on the team and in the field. Teams have inspiring goals, core values and disciplines, of course but it’s the playbook that sets apart the perennially successful.
At the core of the team sport approach is the partnership between the top team and the frontline. That partnership requires careful planning and management among the C-team, because they jointly manage core processes, the first port-of-call in fixing the basics. Front-liners live with the reality of those processes, policies and infrastructure; the senior leadership team has reports and data. The senior leadership team team has the big picture and the resources, front-liners have the detail and the customer relationships. Together, they form a formidable team, united by processes.
Strategic RenewalTM is customized to your company and your existing resources for rapid deployment and adoption. Your subject matter experts participate in succinct tailoring calls to tailor the playbook that we bring to life in application working sessions. These can be done online.
Customers are impacted by every discipline enterprise-wide. They can proactively manage it if you weave customer experience improvement into everyone’s routines and aspirations.
CX Expectations AwarenessTM provides compelling messages and reminders of each function’s role in CX excellence, and weaves CX context into every meeting, training and executive message.
- Do all functions know customers’ realities?
- Does each function know their role in CX excellence?
- Is CX woven into all meetings, trainings & exec messages?
- Do all employees see CX messages many times daily?
CX Expectations AwarenessTM is customized to your company and your existing resources for rapid deployment and adoption. Your subject matter experts participate in succinct tailoring calls to tailor the playbook that we bring to life in application working sessions. These can be done online.
CX Value CreationTM shows everyone how they can be creative for whole customer life cycle and bring ideas to life.
- Does everyone know they can be creative about CX?
- Is creativity applied to the whole customer life cycle?
- Do you have a way to bring anyone’s ideas to life?
- Do you have templates & exercises to drive creativity?
CX Value CreationTM is customized to your company and your existing resources for rapid deployment and adoption. Your subject matter experts participate in succinct tailoring calls to tailor the playbook that we bring to life in application working sessions. These can be done online.
Brands admired for consistently stellar customer experience (CX) performance share this: founders crisply characterized intentional customer experience, and they are adamant about using this characterization as their guiding light and benchmark for everything they do.
You can inject customer excellence into your company DNA by establishing the vital backbone of (1) Align from the Top, (2) All Hands On-Deck, and (3) Systematic Value. These form the basis for efficient and effective digitalization and customer intelligence, engagement, and care. The degree to which this 3-factor backbone is missing or existing is a divider or multiplier on CX ROI.
Customer Excellence DNA™. It’s customized to your company and existing resources for deployment of each phase within 60-90 days. Your subject matter experts participate in succinct tailoring calls to prepare playbooks that we bring to life in application working sessions. Systematic Value includes company-wide subscription to the ClearAction Value Exchange.
Make a quick guesstimate of the percentage of your contact center calls, churn, sales cycle delays, escalations and negative word-of-mouth attributed to issues originating among your non-customer-facing disciplines. You can redirect 25-50% of that to higher value endeavors in perpetuity, essentially creating a CX annuity through Customer Excellence DNA™. Additionally, do a quick guesstimate of untapped value from your investments in marketing/CX technologies. You can add 50-100% ROI to these resources through Customer Excellence DNA™.
Key performance indicators driven by ClearAction Value Exchange participation are multipliers of your Marketing/CX investments.
Marketing and customer experience/care/success (CX) manage a treasure trove of CX insights. Outside-in alignment company-wide to CX insights relies on these roles to build inward influence. Inward influence skills are rare among Marketing/CX roles, yet vital to agility and brand promise.
You can build strategic influence and impact by participating in ClearAction Value Exchange. It’s about the intersections between people. It’s about connecting the dots across things. Mission-critical skills today emphasize collaboration, nimbleness, and customer alignment.
ClearAction Value Exchange is just-in-time learning customized per your interactions and role. Everything is designed to be absorbed in 30-minute bites and applied on-the-job the same day. It’s professional development in an interactive community. It’s member-led and member-driven, expert-facilitated, open source and non-commercial. Find real-time solutions to succeed and to enjoy your work.
Make a quick guesstimate of the costs associated with weaknesses in the areas in the table above. You can reverse those costs by immersing your whole department in the ClearAction Value Exchange. Additionally, make a quick guesstimate of gains possible through increased credibility, customer-alignment, internal harmony, and agency productivity. Strengths in these areas allows your team to leapfrog performance norms, differentiate customer experience and drive sustained growth for all Marketing/CX stakeholders.