How to move customers to being perceived as “assets” as opposed to a cost center survey check box.
Your company’s CX work will be successful when you take a stair-stepped approach to gaining leadership clarity and commitment to the framework. What you stand for as a company will shift over time as you embed the five competencies.
The power of the five competencies is how they connect to drive clarity for the customer experience. The story begins with the outcome of the experience, which is how your customer asset grew or diminished.
Reliability metrics & key performance indicators are the measure of what you did operationally. This measure provides the critical connection between reliability performance and customer asset growth. And this connection gets executives’ attention.
Embracing customers as assets shifts the attitude of leaders and ultimately the organization. The purpose is to earn the right to customer growth by improving the life of customers.
When annual planning starts with the silos, and not the customer asset or customer journey, it inhibits priority investments in customer driven growth.