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.
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
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?
Identify pain points causing customer defection.
Brainstorm a list of action steps to improve experiences.
Deliver quick wins that will reduce cost to serve and improve retention.
Break down silos between departments that lead to customer friction
Uncover opportunities for new products that add value, grow margins, and improve wallet share.
120 DAY QUICKSTART™
CX MISSION & PRINCIPLES
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!
Inventory existing listening posts
Develop an internal stakeholder map
Learning from employees
Get a baseline from customers
Get market trend data
Identify brand promises
CX mission & principles
Identify levers of differentiation
Align key stakeholders
Craft a CX mission statement
Develop your CX principles
ID Barriers to the vision
Identify key customer journey
Conduct a journey mapping workshop
Pinpoint pain points and opportunities
Establish metrics and measurements at moments that matter
Locate gaps based on first 3 steps
Develop strategies to close gaps
"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