What Is Your CX Maturity in Your Company?

Customer experience maturity is a tiered framework that evaluates the level at which the voice of the customer impacts key business decisions.

• Customer Experience Efforts Dont Have to Include Well-Intention Missteps

Simply being passionate about fulfilling or delighting your customers is not enough. Your good?intentions can easily lead you down the wrong path rather than the correct one. You need more than just passion. You need a plan.

In many situations, initiatives to improve the customer experience start the wrong way. Employees don't often realize that the way they do business produces customer experience problems that everyone on the team expects to solve. Unless they improve their business practices, their company will continue to be a source of frustration for customers.

Every organization must grasp its current status to make informed decisions about what to do next. They must determine what steps to take to provide a positive experience for customers, as well as the sequence in which they should be taken.

• Where Are You on the Path of Customer Experience Maturity?

Based on decades of research, firms that pursue customer experience as a business strategy take a similar path of evaluation, even though these organizations span the range of business to consumer, business to business, and government.

The path passes through three phases:

1- Improve

2- Transform

3-Sustain

• Phase one: Improve

During this phase, firms focus on identifying and resolving customer experience issues. The improvement phase is an excellent starting point since it delivers consistent, modest progress that may be experienced over time. This evolution leads to economic benefits such as cost reductions and greater customer?loyalty.

These advantages enthuse the rest of the organization?about the customer experience, which helps develop support for greater endeavors. Even though?he will create results, businesses will not be able to completely capitalize on the customer experience until they progress beyond this phase.

That is because a find-and-fix method attacks?issues as they emerge.?Meanwhile, your companies will continue to create fresh issues by working in the same manner that caused the previous problems. Furthermore, the find-and-fix strategy will not differentiate your firm in the long run because clients will not stay with you simply because it is less bad than it was before. If you want to win their loyalty, you must continually perform well. And to do that, you need to transform the way you do business

• Phase Two: Transformation

Continuing our discussion of where we are on the path to Customer Experience maturity. During this phase, businesses prioritize implementing the six customer experience disciplines. Their goal is to eliminate the underlying cause of customer experience problems by changing the way they operate.

The goal of the transformation phase is to establish an environment in which mistakes do not occur in the first place. The transformation phase is necessary but not sufficient for distinguishing yourself from your competition. Transformation enables firms to manage customer experience design and delivery in a disciplined manner. In other words, if the organization wants to stand out, transformation is a must. The concept is that organizations are hesitant to commit to this?kind of investment that is?required for the transformation phase until it becomes painfully clear that they must.

This phase demands a large investment of time, money, and CEO?influence, and many businesses stop it before it is completed due to this large investment. But at the end of the day, it's a differentiator. It's black and white.

To Be Continued...

Thank You