{"id":5609,"date":"2019-10-28T05:20:35","date_gmt":"2019-10-28T10:20:35","guid":{"rendered":"http:\/\/flevy.com\/blog\/?p=5609"},"modified":"2020-12-18T22:39:32","modified_gmt":"2020-12-19T03:39:32","slug":"how-to-design-a-breakthrough-customer-experience","status":"publish","type":"post","link":"https:\/\/flevy.com\/blog\/how-to-design-a-breakthrough-customer-experience\/","title":{"rendered":"How to Design a Breakthrough Customer Experience?"},"content":{"rendered":"

\"\"The constant advancement in technology has raised the expectations of customers in terms of their interaction with companies.\u00a0 This digital disruption is also forcing businesses to develop new capabilities and explore innovative ways and means to deliver improved Customer Experiences<\/a>.<\/p>\n

Organizations can overhaul their Customer Journeys by embracing latest digital insights and practices.\u00a0 To develop a truly exceptional, breakthrough Customer Experience<\/a>, organizations should work towards adopting 7 key imperatives:<\/p>\n

    \n
  1. Develop Customer Empathy<\/strong><\/li>\n
  2. Design the Complete Customer Experience<\/strong><\/li>\n
  3. Reinvent the Customer Experience<\/strong><\/li>\n
  4. Lead the Way with Industry Rules<\/strong><\/li>\n
  5. Become an Agile Organization<\/strong><\/li>\n
  6. Continuously Improve and Iterate<\/strong><\/li>\n
  7. Foster a Culture of Collaboration<\/strong><\/li>\n<\/ol>\n

    \"\"<\/a><\/p>\n

    An organization does not need to execute all 7 of these imperatives\u2014it varies from case to case depending on the circumstances, market, and customer requirements.<\/p>\n

    Let’s, now, discuss the first 4 imperatives in further detail.<\/p>\n

    Develop Customer Empathy<\/strong><\/h2>\n

    Many firms use surveys and face-to-face interviews to gather firsthand customer insights to enhance their Customer Experiences.<\/p>\n

    However, when designing Customer Journeys<\/a>\u2014in addition to customer data\u2014companies need to understand their customers\u2019 behaviors deeply and put themselves in their customers\u2019 shoes. \u00a0This entails knowing the complexities the customers face during various journeys and developing new ways to understand Customer Journeys\u2014for instance, by making researchers accompany customers while shopping, by asking customers to report their activities and provide feedback as they interact with various offerings, and involving customers to provide their input on early versions of proposed offerings.<\/p>\n

    Design the Complete Customer Experience<\/strong><\/h2>\n

    Most people consider that design pertains only to good artwork, outlook, and appearance of products.<\/p>\n

    However, it involves not just the look and feel of a product but also the way it operates. \u00a0To render breakthrough Customer Experience, companies need to fundamentally shift the way design is perceived\u2014not just the user interface design rather designing the overall Customer Experience.<\/p>\n

    Great Customer Experience design encompasses crafting every interface the customers have with the provider from the minute they consider a purchase.\u00a0 It warrants enrolling all people that can make a difference to the customer (especially from the operations and IT units), mapping out customer touchpoints, and transforming fundamental systems and processes.<\/p>\n

    Reinvent the Customer Experience <\/strong><\/h2>\n

    Improving current Customer Journeys enables achieving incremental cost reductions and quality enhancements.<\/p>\n

    However, to improve Customer Journeys there is a need to shift the way Customer Journeys are perceived\u2014from merely addressing the issues in a Customer Journey and streamlining a process to completely transforming the entire Customer Experience.<\/p>\n

    This should be done by carefully deliberating on and thoroughly analyzing all journeys from a customer\u2019s perspective, drawing inspirations and studying benchmarks from other industries, and addressing customers\u2019 needs.<\/p>\n

    Lead the Way with Industry Rules <\/strong><\/h2>\n

    Financial institutions are, to this day, quite cautious of utilizing technology to verify customers\u2019 identification documents for deposit account opening. \u00a0Compliance teams at these institutions often resist the efforts to transform customer account opening journeys, as they exercise extreme care to ensure regulatory compliance. \u00a0Some banks make the customers fill their applications online but ask them to visit a branch with the completed paperwork, resulting in a cumbersome Customer Experience that is no longer acceptable as we enter the Fourth Industrial Revolution<\/a>.<\/p>\n

    Leading organizations strictly adhere to laws but demonstrate to the regulatory authorities how technology has helped them break the status quo surrounding regulatory compliance and develop innovative solutions to manage risks and compliance better.<\/p>\n

    Interested in learning more about the other imperatives key to developing a breakthrough Customer Experience?\u00a0 You can download an editable PowerPoint on Breakthrough Customer Experience (CX)<\/strong> here<\/u><\/a> on the Flevy documents marketplace<\/a>.<\/p>\n

    Do You Find Value in This Framework?<\/h2>\n

    You can download in-depth presentations on this and hundreds of similar business frameworks from the FlevyPro Library<\/a>. FlevyPro<\/a> is trusted and utilized by 1000s of management consultants and corporate executives. Here’s what some have to say:<\/p>\n

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    “As a small business owner, the resource material available from FlevyPro has proven to be invaluable. The ability to search for material on demand based our project events and client requirements was great for me and proved very beneficial to my clients. Importantly, being able to easily edit and tailor the material for specific purposes helped us to make presentations, knowledge sharing, and toolkit development, which formed part of the overall program collateral. While FlevyPro contains resource material that any consultancy, project or delivery firm must have, it is an essential part of a small firm or independent consultant’s toolbox.”<\/p>\n

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    \u2013 Omar Hern\u00e1n Montes Parra, CEO at Quantum SFE<\/p>\n<\/blockquote>\n","protected":false},"excerpt":{"rendered":"

    The constant advancement in technology has raised the expectations of customers in terms of their interaction with companies.\u00a0 This digital disruption is also forcing businesses to develop new capabilities and explore innovative ways and means to deliver improved Customer Experiences. Organizations can overhaul their Customer Journeys by embracing latest digital insights and practices.\u00a0 To develop… How to Design a Breakthrough Customer Experience?<\/span><\/a><\/p>\n","protected":false},"author":110,"featured_media":5635,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"neve_meta_sidebar":"","neve_meta_container":"","neve_meta_enable_content_width":"","neve_meta_content_width":0,"neve_meta_title_alignment":"","neve_meta_author_avatar":"","neve_post_elements_order":"","neve_meta_disable_header":"","neve_meta_disable_footer":"","neve_meta_disable_title":"","footnotes":""},"categories":[81],"tags":[840,1779,1780,1781],"class_list":["post-5609","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-strategy","tag-customer-experience","tag-customer-experience-management","tag-customer-journeys","tag-customer-touch-points"],"_links":{"self":[{"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/posts\/5609","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/users\/110"}],"replies":[{"embeddable":true,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/comments?post=5609"}],"version-history":[{"count":7,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/posts\/5609\/revisions"}],"predecessor-version":[{"id":7867,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/posts\/5609\/revisions\/7867"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/media\/5635"}],"wp:attachment":[{"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/media?parent=5609"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/categories?post=5609"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/tags?post=5609"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}