What is involved in Great Customer Experiences
Find out what the related areas are that Great Customer Experiences connects with, associates with, correlates with or affects, and which require thought, deliberation, analysis, review and discussion. This unique checklist stands out in a sense that it is not per-se designed to give answers, but to engage the reader and lay out a Great Customer Experiences thinking-frame.
How far is your company on its Great Customer Experiences journey?
Take this short survey to gauge your organization’s progress toward Great Customer Experiences leadership. Learn your strongest and weakest areas, and what you can do now to create a strategy that delivers results.
To address the criteria in this checklist for your organization, extensive selected resources are provided for sources of further research and information.
Start the Checklist
Below you will find a quick checklist designed to help you think about which Great Customer Experiences related domains to cover and 168 essential critical questions to check off in that domain.
The following domains are covered:
Great Customer Experiences, Customer experience, Brand loyalty, Brand recognition, Cable television, Communication model, Communications service provider, Competitive advantage, Customer Data Platform, Customer Success, Customer attrition, Customer centricity, Customer commitment, Customer knowledge, Customer relationship management, Customer satisfaction, Digital device, Digital era, Digital media, Direct marketing, Experience economy, Experiential marketing, Fast Company, Forrester Research, Harvard Business Review, Inner peace, Integrated marketing communications, Internet platform, Marketing mix, Mind shaping, Multichannel marketing, Net Promoter Score, Persuasion techniques, Placebo effect, Purchasing process, Retail industry, Sales promotion, Social media:
Great Customer Experiences Critical Criteria:
Mine Great Customer Experiences visions and get answers.
– Can we add value to the current Great Customer Experiences decision-making process (largely qualitative) by incorporating uncertainty modeling (more quantitative)?
– What are our needs in relation to Great Customer Experiences skills, labor, equipment, and markets?
– What are the long-term Great Customer Experiences goals?
Customer experience Critical Criteria:
Shape Customer experience tasks and ask questions.
– What knowledge, skills and characteristics mark a good Great Customer Experiences project manager?
– When a person has a bad Customer Service experience how many people do they tell?
– How does mystery shopping help us improve our Customer Service and experience?
– Think of your Great Customer Experiences project. what are the main functions?
– How important is real time for providing social media Customer Service?
– What is the difference between customer experience and user experience?
– what is Different Between B2C B2B Customer Experience Management?
– What are the best community tools for Customer Service?
– So how do we add value to the customer experience?
– What threat is Great Customer Experiences addressing?
– What is the internal customer experience?
– How can Customer Service be improved?
Brand loyalty Critical Criteria:
Infer Brand loyalty decisions and customize techniques for implementing Brand loyalty controls.
– Is maximizing Great Customer Experiences protection the same as minimizing Great Customer Experiences loss?
– How is the value delivered by Great Customer Experiences being measured?
– Which Great Customer Experiences goals are the most important?
Brand recognition Critical Criteria:
Sort Brand recognition outcomes and give examples utilizing a core of simple Brand recognition skills.
– What other organizational variables, such as reward systems or communication systems, affect the performance of this Great Customer Experiences process?
– For your Great Customer Experiences project, identify and describe the business environment. is there more than one layer to the business environment?
– Does Great Customer Experiences systematically track and analyze outcomes for accountability and quality improvement?
Cable television Critical Criteria:
Demonstrate Cable television tasks and reduce Cable television costs.
– Do we monitor the Great Customer Experiences decisions made and fine tune them as they evolve?
– How do we go about Comparing Great Customer Experiences approaches/solutions?
Communication model Critical Criteria:
Experiment with Communication model decisions and check on ways to get started with Communication model.
– What is the source of the strategies for Great Customer Experiences strengthening and reform?
– Which individuals, teams or departments will be involved in Great Customer Experiences?
Communications service provider Critical Criteria:
Graph Communications service provider projects and devote time assessing Communications service provider and its risk.
– If voip is classified as a telecommunications service, should access charges for it be different from those paid by non-ip-enabled telecommunications service providers?
– How do we ensure that implementations of Great Customer Experiences products are done in a way that ensures safety?
– How do we make it meaningful in connecting Great Customer Experiences with what users do day-to-day?
– Meeting the challenge: are missed Great Customer Experiences opportunities costing us money?
Competitive advantage Critical Criteria:
Read up on Competitive advantage visions and don’t overlook the obvious.
– If you had to rebuild your organization without any traditional competitive advantages (i.e., no killer a technology, promising research, innovative product/service delivery model, etc.), how would your people have to approach their work and collaborate together in order to create the necessary conditions for success?
– Designing internet of things (IoT) solutions can unlock innovation, increase efficiencies and create new competitive advantages. but in an emerging marketplace of mostly unknown and untested solutions, where do we start?
– In a project to restructure Great Customer Experiences outcomes, which stakeholders would you involve?
– How likely is the current Great Customer Experiences plan to come in on schedule or on budget?
– To what extent does data-driven innovation add to the competitive advantage (CA) of your company?
– Value proposition – can we create and sustain competitive advantage for this product?
– How likely is it that the strategy will continue to sustain competitive advantage?
– organizational Culture: Can it be a Source of Sustained Competitive Advantage?
– Are accountability and ownership for Great Customer Experiences clearly defined?
– How can CRM be a source of competitive advantage?
– What is our competitive advantage?
Customer Data Platform Critical Criteria:
Communicate about Customer Data Platform decisions and correct better engagement with Customer Data Platform results.
– Consider your own Great Customer Experiences project. what types of organizational problems do you think might be causing or affecting your problem, based on the work done so far?
Customer Success Critical Criteria:
Troubleshoot Customer Success decisions and prioritize challenges of Customer Success.
– To what extent does management recognize Great Customer Experiences as a tool to increase the results?
– Have you identified your Great Customer Experiences key performance indicators?
– What vendors make products that address the Great Customer Experiences needs?
Customer attrition Critical Criteria:
Coach on Customer attrition governance and drive action.
– What are all of our Great Customer Experiences domains and what do they do?
Customer centricity Critical Criteria:
Mine Customer centricity tasks and drive action.
– What role does communication play in the success or failure of a Great Customer Experiences project?
– Are there Great Customer Experiences problems defined?
Customer commitment Critical Criteria:
Investigate Customer commitment tactics and overcome Customer commitment skills and management ineffectiveness.
– What are the disruptive Great Customer Experiences technologies that enable our organization to radically change our business processes?
– Do we all define Great Customer Experiences in the same way?
– How do we go about Securing Great Customer Experiences?
Customer knowledge Critical Criteria:
Prioritize Customer knowledge visions and pioneer acquisition of Customer knowledge systems.
– How do mission and objectives affect the Great Customer Experiences processes of our organization?
– How will we insure seamless interoperability of Great Customer Experiences moving forward?
– Does Customer Knowledge Affect How Loyalty Is Formed?
Customer relationship management Critical Criteria:
Recall Customer relationship management quality and figure out ways to motivate other Customer relationship management users.
– What role can internal branding and employee engagement play in creating a positive brand experience?
– Culture how can we help cultural issues relating to loss of control, constant change and mistrust?
– Is there a minimum set of languages that need to be covered by translation services?
– Can you make product suggestions based on the customers order or purchase history?
– Have you anticipated questions that your visitors or customers might have?
– How is LTV calculated and how does it differ from ROI and profitability?
– Is there an organized user group specifically for the CRM software?
– CRM Effectiveness Measures: How Well do You Know Your Customers?
– Do you have technology that assist in online monitoring?
– Do you offer social media training services for clients?
– Is the address book synchronization subscription valid?
– Do you offer value to visitors coming to your website?
– How can mobile users access services transparently?
– Is the user still a member of the organization?
– What Type of Information May be Released?
– Is there enough free disk space?
– What happens to customizations?
– Where is the roi in crm?
– Who are my customers?
– Why Web-based CRM?
Customer satisfaction Critical Criteria:
Derive from Customer satisfaction engagements and use obstacles to break out of ruts.
– Do we Make sure to ask about our vendors customer satisfaction rating and references in our particular industry. If the vendor does not know its own rating, it may be a red flag that youre dealing with a company that does not put Customer Service at the forefront. How would a company know what to improve if it had no idea what areas customers felt were lacking?
– What is the difference, if any, in customer satisfaction between the use and results of agile-driven software development methods and the use and results of plan-driven software development software development methods?
– How important are hard measurements that show return on investment compared to soft measurements that demonstrate customer satisfaction and public perception?
– Performance Standard: What should be the standards for completeness, reliability, accuracy, timeliness, customer satisfaction, quality and/or cost?
– What may be the consequences for the performance of an organization if all stakeholders are not consulted regarding Great Customer Experiences?
– Has it re-engineered or redesigned processes, and leveraged technologies to improve responsiveness, Customer Service and customer satisfaction?
– How does the company manage the design and delivery of products and services that promise a high level of customer satisfaction?
– Is the Customer Satisfaction Process something which you think can be automated via an IVR?
– How does the firm measure and monitor client service and customer satisfaction?
– Does the Great Customer Experiences task fit the clients priorities?
– What employee characteristics drive customer satisfaction?
Digital device Critical Criteria:
Demonstrate Digital device engagements and gather Digital device models .
– What sources do you use to gather information for a Great Customer Experiences study?
– What is the purpose of Great Customer Experiences in relation to the mission?
– Are assumptions made in Great Customer Experiences stated explicitly?
Digital era Critical Criteria:
Meet over Digital era management and finalize specific methods for Digital era acceptance.
– Do we aggressively reward and promote the people who have the biggest impact on creating excellent Great Customer Experiences services/products?
– When a Great Customer Experiences manager recognizes a problem, what options are available?
– How do we Improve Great Customer Experiences service perception, and satisfaction?
Digital media Critical Criteria:
Focus on Digital media issues and learn.
– What are the short and long-term Great Customer Experiences goals?
Direct marketing Critical Criteria:
Be responsible for Direct marketing issues and intervene in Direct marketing processes and leadership.
– Will new equipment/products be required to facilitate Great Customer Experiences delivery for example is new software needed?
– Do you monitor the effectiveness of your Great Customer Experiences activities?
– Do Great Customer Experiences rules make a reasonable demand on a users capabilities?
Experience economy Critical Criteria:
Set goals for Experience economy visions and describe which business rules are needed as Experience economy interface.
– Who is responsible for ensuring appropriate resources (time, people and money) are allocated to Great Customer Experiences?
– Who are the people involved in developing and implementing Great Customer Experiences?
Experiential marketing Critical Criteria:
Communicate about Experiential marketing failures and tour deciding if Experiential marketing progress is made.
– At what point will vulnerability assessments be performed once Great Customer Experiences is put into production (e.g., ongoing Risk Management after implementation)?
– Does Great Customer Experiences analysis show the relationships among important Great Customer Experiences factors?
– Can we do Great Customer Experiences without complex (expensive) analysis?
Fast Company Critical Criteria:
Facilitate Fast Company strategies and assess and formulate effective operational and Fast Company strategies.
Forrester Research Critical Criteria:
Study Forrester Research results and visualize why should people listen to you regarding Forrester Research.
Harvard Business Review Critical Criteria:
Match Harvard Business Review governance and report on the economics of relationships managing Harvard Business Review and constraints.
– How to Secure Great Customer Experiences?
Inner peace Critical Criteria:
Disseminate Inner peace outcomes and do something to it.
– In what ways are Great Customer Experiences vendors and us interacting to ensure safe and effective use?
– How does the organization define, manage, and improve its Great Customer Experiences processes?
Integrated marketing communications Critical Criteria:
Familiarize yourself with Integrated marketing communications results and differentiate in coordinating Integrated marketing communications.
– Strategic communications focuses on strategy not tactics. in imc, you learn to ask how specifically does your company or business communicate effectively with the audiences?
– Some measurement of efficiency is better than no measurement of it. if you do not know the cpm how can you justify the expense of using one medium or vehicle versus another?
– If the single biggest influence in shaping consumers attitudes is community organizations, what are they and how can public relations help?
– A major study or report can be planned from the start with an eye to publicity: what can be done to make the study newsworthy?
– The product and consumer lifecycle stages. is the brand being introduced or is it established?
– Can disclosures be effective remedies in advertising and consumer protection?
– What is most important and will help us best achieve the marketing objective?
– The selling environment: what communications laws and policies will we face?
– How much interaction w/customers does this communications vehicle allow?
– Which promotional tools would be most effective in our promotional mix?
– Have creative solutions or special opportunities been fully explored?
– If it comes in more than one size or color, which should be featured?
– What types of advantages can we leverage for our products?
– What do we need to know to achieve the strategy weve set?
– What communications laws and policies will we face?
– Do you see things other people miss?
– Who do we need to influence and how?
– Who buys the product or service?
– Media – which vehicles to use?
– Why are you undertaking this?
Internet platform Critical Criteria:
Nurse Internet platform adoptions and check on ways to get started with Internet platform.
– In the case of a Great Customer Experiences project, the criteria for the audit derive from implementation objectives. an audit of a Great Customer Experiences project involves assessing whether the recommendations outlined for implementation have been met. in other words, can we track that any Great Customer Experiences project is implemented as planned, and is it working?
– Is Great Customer Experiences Realistic, or are you setting yourself up for failure?
– Are there recognized Great Customer Experiences problems?
Marketing mix Critical Criteria:
Be responsible for Marketing mix quality and diversify disclosure of information – dealing with confidential Marketing mix information.
– Identify a product that has been successfully modified to meet changing consumer needs and, as a result, has avoided the decline stage. can we modify the market, the product, or the marketing mix?
– Do those selected for the Great Customer Experiences team have a good general understanding of what Great Customer Experiences is all about?
– What about Great Customer Experiences Analysis of results?
Mind shaping Critical Criteria:
See the value of Mind shaping decisions and devise Mind shaping key steps.
– What potential environmental factors impact the Great Customer Experiences effort?
– Is Supporting Great Customer Experiences documentation required?
Multichannel marketing Critical Criteria:
Pilot Multichannel marketing visions and differentiate in coordinating Multichannel marketing.
– Is the Great Customer Experiences organization completing tasks effectively and efficiently?
– What are our Great Customer Experiences Processes?
Net Promoter Score Critical Criteria:
Align Net Promoter Score tasks and gather Net Promoter Score models .
– What tools do you use once you have decided on a Great Customer Experiences strategy and more importantly how do you choose?
– Is a Great Customer Experiences Team Work effort in place?
Persuasion techniques Critical Criteria:
Probe Persuasion techniques leadership and grade techniques for implementing Persuasion techniques controls.
– Marketing budgets are tighter, consumers are more skeptical, and social media has changed forever the way we talk about Great Customer Experiences. How do we gain traction?
– How do we measure improved Great Customer Experiences service perception, and satisfaction?
– Who will be responsible for documenting the Great Customer Experiences requirements in detail?
Placebo effect Critical Criteria:
Scrutinze Placebo effect governance and develop and take control of the Placebo effect initiative.
– Have the types of risks that may impact Great Customer Experiences been identified and analyzed?
Purchasing process Critical Criteria:
Interpolate Purchasing process leadership and track iterative Purchasing process results.
– Given the customer problem/pain, what are the key buyer values that will drive the customers purchasing process?
– How do we know that any Great Customer Experiences analysis is complete and comprehensive?
– What are the usability implications of Great Customer Experiences actions?
Retail industry Critical Criteria:
Analyze Retail industry tasks and look for lots of ideas.
– Are we making progress? and are we making progress as Great Customer Experiences leaders?
– What tools and technologies are needed for a custom Great Customer Experiences project?
– How can the value of Great Customer Experiences be defined?
Sales promotion Critical Criteria:
Systematize Sales promotion goals and get out your magnifying glass.
– Will Great Customer Experiences have an impact on current business continuity, disaster recovery processes and/or infrastructure?
– Who will be responsible for deciding whether Great Customer Experiences goes ahead or not after the initial investigations?
– How can you measure Great Customer Experiences in a systematic way?
Social media Critical Criteria:
Be clear about Social media tactics and figure out ways to motivate other Social media users.
– When you use social media to complain about a Customer Service issue, how often do you feel you get an answer or your complaint is resolved by the company?
– Are business intelligence solutions starting to include social media data and analytics features?
– What methodology do you use for measuring the success of your social media programs for clients?
– Do you have written guidelines for your use of social media and its use by your employees?
– What is our approach to Risk Management in the specific area of social media?
– What is the best way to integrate social media into existing CRM strategies?
– Do you have any proprietary tools or products related to social media?
– What social media dashboards are available and how do they compare?
– How does social media redefine business intelligence?
– Is social media a better investment than SEO?
This quick readiness checklist is a selected resource to help you move forward. Learn more about how to achieve comprehensive insights with the Great Customer Experiences Self Assessment:
Author: Gerard Blokdijk
CEO at The Art of Service | http://theartofservice.com
Gerard is the CEO at The Art of Service. He has been providing information technology insights, talks, tools and products to organizations in a wide range of industries for over 25 years. Gerard is a widely recognized and respected information expert. Gerard founded The Art of Service consulting business in 2000. Gerard has authored numerous published books to date.
To address the criteria in this checklist, these selected resources are provided for sources of further research and information:
Great Customer Experiences External links:
To Create Great Customer Experiences, Do This – Entrepreneur
Customer experience External links:
The Truth About Customer Experience – Ideas and Advice …
Do You Have a Customer Experience Title? | CustomerThink
Customer Experience Jobs, Employment | Indeed.com
Brand loyalty External links:
The Psychology of Brand Loyalty: 5 Key Takeaways
Brand Loyalty – Investopedia
4 Strategies That Drive Brand Loyalty – Entrepreneur
Brand recognition External links:
Essay about Brand Recognition – 1395 Words
“Luke 11:17” Brand Recognition (TV Episode 2008) – IMDb
What is brand recognition? – Definition from WhatIs.com
Cable television External links:
Charter Spectrum TV: Digital Cable Television Service
Use this versatile Paladin DataShark Cable Television or Satellite Compression Crimp Kit to install digital cable or modem jacks.
Channel Lineup | Cable Television
Communication model External links:
Communication Model Essays – ManyEssays.com
[PDF]BASIC COMMUNICATION MODEL
[PDF]The LEARN Communication Model – National …
Communications service provider External links:
Communications Service Provider – Opus Networks
Competitive advantage External links:
[PDF]The Value Chain From Competitive Advantage , by …
Jane | Your hiring process is your competitive advantage
Competitive Advantage | tutor2u Business
Customer Data Platform External links:
mParticle – The Customer Data Platform for Every Screen
Customer Data Platform (CDP): Listen. Learn. Execute – NGDATA
Amperity: The Only Intelligent Customer Data Platform
Customer Success External links:
Computer-Rx Customer Success Center
Kronos customers; Customer success stories | Kronos
Customer Success. What’s in a Name? | Evergage
Customer attrition External links:
Frustration = Customer Attrition | Mr. Shmooze
Customer Attrition Reduction – The Kini Group
Listening to Feedback Is How You Fight Customer Attrition
Customer centricity External links:
The Era of Customer Centricity in CRE – Splash
Customer Centricity Jobs, Employment | Indeed.com
Optimal Strategix Group | Customer Centricity through …
Customer commitment External links:
Our United Customer Commitment | United Airlines
AliMed Customer Commitment
What is the XFINITY Customer Commitment?
Customer knowledge External links:
Customer Knowledge Base: What’s Going on With People …
Oakland Schools Customer Knowledge Base – Oakland …
Customer relationship management External links:
Bourns Customer Relationship Management Login
Customer Relationship Management | CRM Software – Vtiger
CDK CRM – Automotive Customer Relationship Management
Customer satisfaction External links:
Mimi’s Cafe Customer Satisfaction Survey
Wawa Customer Satisfaction Survey – Welcome
JCPenney Customer Satisfaction Survey – Welcome
Digital device External links:
American Demographics of Digital Device Ownership | …
LG ANWL100W Digital Device – Black – amazon.com
Digital era External links:
These drone racing goggles could spark the sport’s digital era
Digital media External links:
Digital Media Academy – Official Site
Examples of digital media types include: Windows Media Audio (WMA), Windows Media Video (WMV), MP3, JPEG, and AVI.
Direct marketing External links:
Infinity Direct – Integrated Direct Marketing
Direct Marketing – Investopedia
Experience economy External links:
2FE054 Experience Economy Flashcards | Quizlet
5 New Trends Shaping the Experience Economy – …
Experiential marketing External links:
Experiential Marketing | IDL Worldwide
What Is Experiential Marketing Defined As? | Chron.com
Factory 360 – Experiential Marketing Agency
Fast Company External links:
Fast Company Spotlight
Fast Company (1979) – IMDb
Forrester Research External links:
Forrester Research, Inc. Common Stock (FORR) – NASDAQ.com
Forrester Research and Studies – Blackbaud
Forrester Research · Forrester
Harvard Business Review External links:
Harvard Business Review – Ideas and Advice for Leaders
What Harvard Business Review Taught Me About …
Blog | Businessolver | Harvard Business Review
Inner peace External links:
Online scheduler for Inner Peace in Fort Smith, AR
Festival Of Inner Peace
What does the Bible say about inner peace?
Integrated marketing communications External links:
Starmark | Integrated Marketing Communications
Internet platform External links:
Geneva Internet Platform
Internet Platform | Winchester Auto Auction
tagup | Industrial Internet Platform
Marketing mix External links:
What Is Marketing Mix? | Chron.com
3 statistics that will change your marketing mix – CUInsight
Mind shaping External links:
Hypnosis Mind Shaping. 2,024 likes · 2 talking about this · 4 were here. Alternative & Holistic Health Service
Hypnosis Mind Shaping – Waterfront – Seattle, WA – Yelp
http://www.yelp.com › Health & Medical › Hypnosis/Hypnotherapy
Mind shaping – Revolvy
Multichannel marketing External links:
IBCConnect: Data Enrichment, Multichannel Marketing …
RRD | Multichannel Marketing Communications
Net Promoter Score External links:
How to Calculate Net Promoter Score [Formula] – HubSpot
The Net Promoter Score is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company’s products or services to others.
Net Promoter Score ® | NPS ® Survey | SurveyMonkey
Persuasion techniques External links:
Persuasion Techniques – Everything2.com
Persuasion Techniques – Psychological Warfare
Placebo effect External links:
Placebo Effect Experiments, Studies, and Causes
[PDF]What is a placebo effect? – Express Scripts
Placebo Effect | NCCIH
Purchasing process External links:
[PPT]Basic Purchasing Process – ePMbook
Get Started | Purchasing Process | Hunter Douglas
Retail industry External links:
The Top Hourly Wages In Retail Industry – Business Insider
Sales promotion External links:
Levitra Sales Promotion | ExpressPharmacy
Unit 12: Public Relations, Sales Promotion, & Personal …
Sales Promotion – Marketing Teacher
Social media External links:
SOCi Social Media Marketing & Management Platform