Customer Experience Maturity Part 2

We continue to discuss where we are on the path to Customer Experience maturity.

Phase Three in The Path of Customer Experience Maturity: Sustain

The clear advantages of the sustain phase will help you maintain support for customer experience initiatives regardless of how company circumstances change. Your Customer Service costs will be reduced since customers will have fewer issues to resolve. You'll keep your current customers for longer. A better customer experience positively correlates with future purchases and less customer defection. And when positive word of mouth spreads, you will gain more customers over time. That's an excellent place to be.

• The Four Adoption Levels of Customer Experience Practices

To go through the stages of maturity without making mistakes, you must first understand where you are starting. Specifically, you would actually need a realistic assessment of your current adoption level for each customer experience practice. The maturity phases (Improve, Transform, and Sustain) are analogous to school grade levels. Customer experience practices, such as the adoption level, are comparable to the grades you receive for each of those courses. It's a rough?example because your adoption level reflects how consistently you perform each exercise, not necessarily how effectively you do it.

To assess how regularly your organization performs each practice on a continuum from not at all to all of the time, you must evaluate whether each practice

1- Missing,

2- Ad Hoc,

3- Repeatable,

4- Systematic

1. Missing ( We don't do this at all)

Your organization does not engage in this practice at all. For example, your organization may not assess customer experience or have a customer experience strategy in place. If a practice is at this level, it is either because too few people think it is essential enough to do or because no one thought of doing it in the first place. Regardless, it's simply not happening.

2. Ad Hoc: ( We do this sporadically )

This is an occasional practice that your firm has been doing. No established procedure outlines?who should do it, how, or when. Therefore, you see practices being followed because some people have realized?that they should be followed, at least sometimes. Some of them might even do it regularly. But at last, it comes down to a decision made by an individual or an isolated minority.

Let's take an e-commerce company as an example. You decide to redesign your website using all or most design guidelines, but you usually make little adjustments with minimal focus on the customer experience design.

3- Repeatable

Your organization has a process in place that specifies when, how, and who should carry out this practice. Your organization generally follows the procedure. This indicates that employees in your organization can consistently carry out these practices. When we encounter practices at this level, they are typically in one of two scenarios.

In the first scenario, some corporate units or divisions consistently follow the stated practices, while others do not. In other scenarios, every element of the business will sometimes skip a practice, such as regular assessments of customer experience program status and metrics, because it is not yet part of their DNA.

4- Systematic (the best stage)

The organization has a clear process that describes when, how, and who should carry out this practice. The organization consistently follows the process. For instance, everyone in the company who requests money?double-checks their proposal to ensure that it is aligned?with the customer experience strategy. Another example is that everyone who?measures customer experience quality utilizes the same measuring framework.

Some things that organizations do the same way every time to produce consistently high-quality results include high salaries, frequent bonuses, amazing workplaces and cultures, free gym memberships, free counseling, amazing company locations, remote work options, regular and open feedback, and training. You can get to this level with your experience and practice; you have to want it badly enough

To Be Continued...

Thank You