CX MANAGEMENT DISCIPLINES 

Although there is no doubt businesses benefit from aligning any part of their operations towards their customers, true transformational benefit is achieved by taking a holistic approach to CX Management. 

 

Refine your brand and the business is better represented...tick.  Capture data at all of your customer touch points...tick. Reward your staff against customer-centric KPIs...a big tick.

The most successful and mature CX-centric businesses focus on the seven key disciplines below, and critically how they work together. 

  1. Vision & Leadership

  2. CX Strategy

  3. Brand and Communication

  4. The Customer Lifecycle

  5. CX-centric Design and Delivery

  6. Data Rich to Insights Driven

  7. Create a CX Culture

At NECXUS we can specifically work with you on one or, more effectively, we can work with you on implementing a complete and integrated framework.

If you're unsure of your needs, perhaps...

 

VISION & 

LEADERSHIP 

CX vision and senior executive buy-in is paramount for successful customer experience programs.

The mandate of CX leadership is to communicate the voice of the customer founded on data driven insights and translate customer metrics such as NPS into company wide KPIs, namely revenue and profit. CX leaders ultimately become change agents across the entire business as the ever evolving demands of customers require the adoption of an ecosystem view of their experience. These often involve complex touchpoints from in-store to online, from solicited to unsolicited channels and the best brands always include senior management support and a creation of customer-centric cultures.

NECXUS works with you to shape your vision, clarify responsibilities, and clearly define the steps to implement the required changes.

 

ALIGNMENT OF YOUR BUSINESS STRATEGY & OBJECTIVES

“The customer experience is the next competitive battleground. It’s where business is going to be won or lost”

 

- Jerry Gregoire, Dell

At NECXUS we help you reevaluate your existing business strategy and its priorities to ensure suitable consideration has been given to the customer and their experience. In simple terms we work with you to ensure your strategy is focused on moving from being customer aware to being customer-led. ​

 

This principle underpins all CX strategy. Less mature businesses recognise their customer’s needs and often successfully react. The more mature businesses pre-empt that by engaging customers deep inside their decision making processes.

 

Necxus also works with you to move you from being perfect to being fast. That includes assessing approaches that you may already be embracing, like agile, minimum viable product, and doing more prototyping.  But it’s more fundamental than that. We work with you to asses the business mindset and assist in institutionalising a bias to action; looking to implement change whenever and wherever possible.

​ 

In conclusion we propose strategic additions that are aimed at moving you along the CX maturity curve and towards greater CX related benefits.

 

As a  successful CX strategy delivers on the promises a brand makes, necxus will work with you to uncover how your brand and offer is currently experienced by customers and what the vision is for the future.

 

We will include in-depth customer and employee/stakeholder interviews, surveys, web analytics data and user studies.

 

Gathering this information will help you gain insights that will inform your CX strategy development and answer the question, “Where do we stand right now?”  Furthermore it will identify where business value, customer value and opportunity align.

 

Reviewing recent brand image studies or any new branding initiatives will help define where improvements can be made on delivery and what aspects of the brand resonate with customers.

UNDERSTANDING YOUR BRAND, OFFER, & COMMUNICATIONS

 

ALIGNMENT OF YOUR BUSINESS STRATEGY, OBJECTIVES, AND DELIVERY MINDSET

“The customer experience is the next competitive battleground. It’s where business is going to be won or lost”

 

- Jerry Gregoire, Dell

At necxus we help you reevaluate your existing business strategy and its priorities to ensure suitable consideration has been given to the customer and their experience. In simple terms we work with you to ensure your strategy is focused on moving from being customer aware to being customer-led.

 

This principle underpins all CX strategy. Less mature businesses recognise their customer’s needs and often successfully react. The more mature businesses pre-empt that by engaging customers deep inside their decision making processes.

 

Necxus also works with you to move you from being perfect to being fast. That includes assessing approaches that you may already be embracing, like agile, minimum viable product, and doing more prototyping.  But it’s more fundamental than that. We work with you to asses the business mindset and assist in institutionalising a bias to action; looking to implement change whenever and wherever possible.

 

In conclusion we propose strategic additions that are aimed at moving you along the CX maturity curve and towards greater CX related benefits.

FOCUSING ON THE

CUSTOMER LIFECYCLE

Customer life cycle is a term used to describe the progression of steps a customer goes through when considering, purchasing, using, and maintaining loyalty to a product or service.

 

In layman's terms, this means getting a potential customer's attention, teaching them what you have to offer, turning them into a paying customer, and then keeping them as a loyal customer whose satisfaction with the product or service urges other customers to join the cycle.

“It is nowhere near enough to simply know your customers. You need to understand their expectations, their behaviour, and predict what else they might need from you.

 

All of this requires a business built on the fundamental principle that your customer is the centre of every decision.”

 

- Michael Barnes, Forrester APAC vice-president and research director

THE EIGHT STAGES OF THE CUSTOMER LIFECYCLE

Product and/or service design and delivery with a definitive CX lens and engagement process is the foundation of any CXManagement framework.

 

Utilising insight gained across the whole lifecycle, plus direct collaboration with your customers leads to a significantly higher acceptance rate.  Furthermore take a "design thinking and human-centred" approach ensures the design and delivery of each of the company’s core customer touch points is suitably focused. 

NECXUS works with you to ensure your team has a set of CX criteria against which they measure success, they have a collaborative and empathic design approach based on CX data and insights, and their final products are tested by all stakeholders from across the CX ecosystem - product managers, developers, legal, and of course customers.

DESIGN & DELIVERY

DESIGN THINKING & HUMAN-CENTRED DESIGN

SHIFT FROM BEING

DATA RICH

TO BEING

INSIGHTS DRIVEN

There’s no mistaking that data is a critical asset for truly knowing your customers.

 

Data and digital are transforming customer expectations but as many are discovering, data is a game of quality and not necessarily quantity.

 

Understanding what behavioural customer data is captured and drawing meaningful insight is critical but without actionable decision making it has limited value. At the risk of losing valuable competitive ground, firms need to create an environment that allows data to inform business strategies and processes.

 

Using data insights in the right way can lead to a more memorable customer experience, increased satisfaction levels and, ultimately, better retention.

 

Necxus works with you to navigate through this complex world, and deliver a clear understanding of current capabilities as well as defining the roadmap for improving alignment to CX.

 
 
 
 

If you want to improve your customer experience, you need to ensure your culture lets your people drive that experience. It’s that simple. A strong culture, aligned with the wants and needs of your customers, sets the stage for true customer-centricity.

 

Rewarding, recognising, and measuring both employee and business performance around CX  benchmarks are pivotal in driving that cultural shift.

 

NECXUS works with you to identify current cultural baselines and prepares a roadmap for shifting the dial to truly one of customer-centricity.

CREATE A CX CULTURE

 
Contact Us

NECXUS

Balmain East, NSW 2041

0434 606 188 / 0419 346 085