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BENEFITS OF DOCUMENT
DOCUMENT DESCRIPTION
Delivering great customer experiences is one of the true differentiators of many of the great organisations of our time.
However, delivering these great experiences doesnt happen overnight. Organisations need to become mature at all aspects of creating, delivering and improving customer experience (CX), and for customer experience to become part of their 'DNA' for them to be able to truly be sustainably successful in the market.
The Customer Experience Maturity Assessment is an invaluable tool for anyone beginning a CX program, or for organisations who aren't sure where to go next in improving the experiences they deliver to customers.
The Customer Experience Maturity Assessment allows any organisation to determine their level of CX maturity, and what the best next steps are to move up the maturity ladder and deliver even better experiences to customers.
In this document and its associated spreadsheet you will be introduced to a set of 7 CX competencies and the questions you need to answer to determine the maturity of your organisation.
You will also be shown how to
• Use the tool to assess maturity
• Review the results and represent them in an easy graphical manner (using the sheet provided)
• Develop a program of work to radically improve customer experience based on the current maturity level of the organisation
Got a question about the product? Email us at [email protected] or ask the author directly by using the "Ask the Author a Question" form. If you cannot view the preview above this document description, go here to view the large preview instead.
Source: Best Practices in Customer Experience PowerPoint Slides: Customer Experience Maturity Assessment PowerPoint (PPTX) Presentation, CustCore Consulting
ABOUT THE AUTHOR: CUSTCORE CONSULTING
CustCore Consulting is a boutique consultancy firm which helps businesses unlock hidden growth through a focus on significantly improving end-to-end customer and employee experience.
[read more]
Whilst each project is different, our clients can typically expect results which show
• Vastly Increased customer satisfaction and advocacy
• Growth in new sales and customer retention
• Significant improvements to the bottom line
• Increased productivity and streamlined operations
CustCore Consulting has published 3 additional documents on Flevy.
DOCUMENT DETAILS
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Customer Experience Assessment, Strategy and Implementation
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