As such, the opportunity for customer experience requires elevated discussions where organizations assess current experiences against a vision for what they can and should be. For example, is today’s customer experience a byproduct of our brand promise? Do we deliver against our stated intentions and is that experience reinforced at every touch point?
Approaching customer experience in this fashion takes what is typically today a bottom-up approach and shifts decision-making to a top-down model. And we all know that true transformation comes from the top. The difference though is that implementing customer experience initiatives with both, top-down and bottom-up strategies sets the foundation of which customer-centricity can build and flourish. One is directional, the “North Star” if you will, where customer experience initiatives map against a vision for how brand promises are enlivened and reinforced before, during and after transactions. It sets the standard for investments in technology, engagement, insights and pilots. It also sets the standard to follow and benchmark to measure against for all those who are responsible for the experience, wherever and whenever it’s formed or affected.