Customer experience excellence requires an approach that focuses on continuous improvement. This starts with a strategy that supports a goal to improve the customer experience from X to Y. All great strategy focuses on measurable goals. Knowing the goal is the key.
Having established a goal with supporting strategies, helps us ensure several questions can be answered.
- What is our customer experience goal?
- How will we achieve the goal?
- Are our people ready to execute the strategy? Are there culture issues we need to address?
- Are our business processes aligned to support the goal and strategy?
- Have we enabled our technology properly?
- What is our approach to continuous improvement?
Disruption is right around the corner. We must continuously improve in reaching our customer experience goals and strategies. One time fixes aren’t enough any longer.
In today’s highly competitive business environment, it’s important that businesses not only understand the need for continuous customer strategy improvement, but also firmly have in place the processes, strategies, and technologies to see their initiatives come to fruition.
Michael Wilson is a Partner and Global Practice Leader for Fortium Partners. Fortium has over 40 partners. FORTIUM is dedicated to understanding and applying all things digital. A technology leadership services firm focused on providing world-class resources to clients with the most complex issues. FORTIUM serves nonprofit, public and private companies across a variety of industries, placing expert project teams and operational leadership resources in technology-related roles. FORTIUM resources usually have 25 or more years of experience, most recently in a senior leadership role.
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