Yeah I know what you are thinking, another person with yet another excellent team full of dedicated professionals that will tell you how to excel in WOWing your clients. I am sure you think you heard it all. 

Everybody is giving their opinion on everything, promising easy and fast solutions with immediate gains. 

Not us. 

We say it is hard work and it takes time. However if done right it works like a charm.

So this is how we see it. 

In today’s environment where most products and services are standardized, customer experience is one of rare points where companies can create competitive advantage. At the same time customers are becoming more demanding and can switch to competition in a heartbeat. Expectations are enormous and not always reasonable or realistic but customer is always right or maybe if not right they have the money 

I spent 15 years working in CX and EX domains tending to the needs of clients from Forbes 500 and CAC 40 (not the least exigent crowd) and believe you me when I say that for the most part their vision of CX and EX is an empty shell. It all looks great and polished on the surface but once you start looking inside it is empty. 

Companies invest millions in technology that is disconnected from any reality and both clients and employees needs. 

It is very frustrating to see from the start how millions of dollars, time and investment from the employees go down a drain because the approach was downright bad or simply non existent, because the company did not care to develop necessary competencies internally or because it did not have a strong enough culture to support these changes. 

Just installing some software and forcing it down the throat of unsatisfied clients and under motivated employees while self proclaiming we are doing excellent CX is simply not going to work.  

Remember, every bad customer experience you had as someone’s client can be traced to such a superficial view. 

In order to do things right in business and in life in general there are no quick fixes, shortcuts or cheats. Work has to be approached HOLISTICALLY. It is imperative to see a big picture (company as a whole) as opposed to its composing puzzle like parts (stakeholders, teams, employees, clients…) and to understand how they intertwine and communicate in order to find optimal solutions for problem at hand. 

Practically how it works. 

By applying The Operating Framework for Experience Management. It is THE ONLY approach that will actually work and it is a no brainer. 

But first what is Experience Management – According to Qualtrics Experience management is the discipline of using both experience data and operational data to measure and improve the four core experiences of business customer, employee, product and brand

As you can see It gives the Customer Experience its place and context in overall organizational structure. CX is not siloed  self sufficient activity anymore. It becomes a part of greater EX eco system

Everything starts with an experience. All our interactions, professional or personal are experiences in which we are engaging ourselves. 

Your goal as a company is to learn from these experiences, share that knowledge and continuously adapt based on that knowledge. 

This is where the operating framework comes into play as it enables you to consistently and constantly improve and create new WOW moments for your customers.  

Operating Framework is a blueprint that will help you create a customer centric oriented organization. 

Framework consists of 3 elements COMPETENCY, TECHNOLOGY and CULTURE and all 3 are equally important and should be infused throughout the organization in its entirety

COMPETENCY- these are the skills and actions that a company needs to employ in order to become truly customer oriented.

You adopt XM by mastering competencies that are enabled by technology and nurtured by the culture

TECHNOLOGY – a platform that empowers an organization to collect, understand and take action on the combination of experience and operational data. 

CULTURE – Mindsets and beliefs that nurture XM centric behaviors across an organization Culture is how people think, believe and act.

This is just a scratch on the surface of the Experience Management subject. I could talk for hours about this so if you want to know how this can be applied in your case do not hesitate to get in touch with us. 

If you have a real determination to work hard and intelligently on these issues you can count on us to do it together with you as a team.