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.
Vision & Leadership
Brand and Communication
The Customer Lifecycle
CX-centric Design and Delivery
Data Rich to Insights Driven
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...
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 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
DESIGN THINKING & HUMAN-CENTRED DESIGN
SHIFT FROM BEING
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.