SERVICES
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EXPERIENCE MATURITY ASSESSMENT™
What's Our Starting Point?
A truly customer centric model should start with an objective measurer of where you are now.
But getting that baseline can be challenging. What criteria should you measure against? How might that compare to others? Will it be based on the most beloved company's do to delight their customers?
The Experience Maturity Assessment™ measures your organizational maturity in 5 core areas adopted by the Customer Experience Professionals Association (CXPA) as the standards that enable a customer centric culture.
After you answer the 20 question assessment, you'll receive an aggregate score.
What's Next?
Once you get your results you can schedule a FREE 30 minute one-on-one unpack with me to review both the aggregate results and your current status in each core area.
Take the FREE Assessment
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JOURNEY MAPPING WORKSHOPS
Where do your customers feel the most friction?
Creating customers who are loyal fans requires understanding every aspect of their journey with you - through their lens. Most organizations struggle because each department views the journey through their own lens, typically based from an inside-out perspective.
The hard part is gaining a deeper insight into what customers are thinking and feeling at each stage of their journey so you can begin to improve their experience and add value to them and to your organization.
Why Journey Map?
A customer journey mapping is a visual representation of your customer's journey through THEIR lens.
We work together to customize this virtual or in-person workshop that puts cross functional team members on the same side of the fence to "map" key customer touch points along their journey.
What outcomes can I expect?
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Identify pain points causing customer defection.
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Brainstorm a list of action steps to improve experiences.
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Deliver quick wins that will reduce cost to serve and improve retention.
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Break down silos between departments that lead to customer friction
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Uncover opportunities for new products that add value, grow margins, and improve wallet share.
120 DAY QUICKSTART™
01
CURRENT STATE
02
CX MISSION & PRINCIPLES
03
JOURNEY MAP
04
STRATEGIES
Get Results in 120 Days
If you recognize the importance of delivering a superior customer experience but struggle with inconsistency that's results in fewer referrals and customer defection, then this program is for you.
If you've been searching for a more structured way to earn your customers's loyalty but don't know where to start or simply view it as too big a lift there's good news.
This 4 step program provides you with the foundations to delight your customers so much they keep coming back and tell their friends. I personally walk through the process with you to create a unique set of strategies that aligns with your vision in 120 days so you can put them into action right away!
01
Current state
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Inventory existing listening posts
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Develop an internal stakeholder map
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Learning from employees
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Get a baseline from customers
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Get market trend data
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Identify brand promises
02
CX mission & principles
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Identify levers of differentiation
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Align key stakeholders
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Craft a CX mission statement
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Develop your CX principles
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ID Barriers to the vision
03
journey map
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Identify key customer journey
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Conduct a journey mapping workshop
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Pinpoint pain points and opportunities
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Establish metrics and measurements at moments that matter
04
strategies
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Locate gaps based on first 3 steps
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Develop strategies to close gaps
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Prioritize strategies
"I feel like I have a true advisor in Mark. His experience in CX and excellent communication skills have helped me to gain the clarity I need as I lead my business through a CX transformation. Mark has given me the insight and assurance that I am going down the right path.""
Michelle Morris, CCXP CX Program Manager, Verizon Connect