CX Science Episode 2
CX Strategy Scuffles – It’s Ruff Out There
About This Episide
One of the most important and ideally the first building block of CX is to have a CX Strategy. Graham and Robin discuss the key components of CX Strategy
- Who are your customers?
- Which customers you will prioritize?
- Which markets and which products in which markets?
- Which experience journeys are the most important ?
- Which interaction channels are priority (e.g. a digital first strategy)?
- What are the guiding principles that your experiences need to comply with to be acceptable?
- Who is responsible for what elements of designing and managing and improving experiences”
- How do you gather experience input and feedback (from your customers and others)
- How will you measure your experiences?
- How does your CX Strategy support your Business Strategy?
We compare and contrast the success of Rover.com as a stellar example of how an agile strategy is important and why customer experience design aligned with your strategy truly makes a difference.
And why being in the right place at the right time can be critical. For example, Pets.com was way too early in the digital revolution and with hindsight did not have a good strategy for online pet food and supplies. Why because the market wasn’t ready, mobile devices did not exist in 2000, the idea of free shipping for online orders was not in place and they ran out of money trying to create a new market which is not unusual). A little customer research would have served them well rather than listening to the tech and investment communities.
But 10 years later Chewy.com is a spectacular success doing many of the same things, better but still not that different. Albeit with past history and others failures to learn from.
Graham and Robin explore
- “The building blocks of CX Strategy”
- “How CX Strategy is critical in determining business success”
- “How agile CX Strategy transformation is crucial as you learn and grow”
- “Why the right strategy in the right place at the right time is crucial”
Resources
- McorpCX’s CX Strategy & North Star Vision Development Playbook – click here
- McorpCX’s CX Strategy Webinar – click here
- Chief Customer Officer – Jeanne Bliss – click here
- Chief Customer Officer 2.0 – Jeanne Bliss – click here
- Smart Customers Stupid Companies – Michael HInshaw – The Best Title For A CX Book Ever – click here
Share
Sign up now to access exclusive
Talking CX Resources
Get the CX Capability Guide plus more!
Related Episodes
CX Science #1 - What the 'Heck is CX Science
20 years into the modern CX movement executives believe CX is critical but to the CX discipline must become more formal, predictable, measurable and investable to continue to grow, moving from CX as Art to CX Science predictably impacting your Customer Experience Operating Model (CXOM).
CX Science #2 - Real CX Success is like Playing CX Jenga
We cover the building blocks of the CX discipline with a strong focus on CX Science and why creating great CX is a lot like a game of Jenga. From customer persona, customer journeys and your CX operating model of channels, people, process, cx tech, data, measurement systems, products, services and partner.
CX Science #4 - The Art of Knowing Your Customer
You cant define or deliver experiences to customers you don’t understand. We explore how personas, segments, audiences and experience journeys and journey maps help clarify interactions, painpoints and the key moments where you energize (or disappoint) your customers.
CX Science #5 - Delivering Your Experience Is A BOM
Your Business Operating Model (BOM) is crucial to delivering your experiences. Put simply your BOM comprises the channels your customers use to interact with you, the people, processes, technology and data that underpin your experiences, the partners you work with and the products and services that you offer.
CX Science #6 - Experience Design - Making Your Journey Map Work
Experience Design is where you decide how your customer experience journey will actually work, when implemented by your Business Operating Model (BOM) and what changes you may need to make to your BOM in order to realize the experience you want and your customers need.
CX Science #7 - CX Tech Stacking The Deck In Your Favor
Whether in design of the experience, delivery of the experience or measurement of the experience no experience today happens without technology. Your Design, Delivery, Management and Measurement Tech Stack is a critical segment of your enterprise technology architecture.
CX Science #8 - CX Measurement - At The Heart Of CX Improvement
At the heart of every CX program is Measurement. You cannot improve what you do not measure and you cannot understand if you do not listen. Companies that do nothing else should measure and listen to their customers perceptions of what they are doing, use that to drive insights and act on it.
Listen and Follow
Support Us
Help keep us caffeinated and providing great content! Your patronage is appreciated.
Partner With Us
We welcome advertisers and cross-promotional opportunities with other podcasts
Send us a voice message!
If you are using an iOS device you will
need the Safari browser to access this feature