More and more of today’s business transactions require customer involvement in the product or service. Customers now print and scan their own airline and movie tickets, perform banking transactions, and order just about anything online. The result is more touch points with the customer, an increase in self-service options, and a heavier reliance on peer ratings.
Bottom line: It is imperative to give customers a great and effortless experience.
Similar to how companies apply rigor in their lean/six sigma work, here are some tools for ensuring a great customer experience.
In the last couple of blogs, we introduced a 5 Step Process helping firms to build a unique Customer Value Profile for their enterprise. In this blog, we will dive into the third step in the process where we align your firm to the unique set of Customer Experience Factors in your industry by constructing a Customer Value Map. This ensures that your organization focuses on what is important to your customer, avoids head to head competition with competitors driving down price, and allows you to minimize effort on areas not important to your customer.
In the last blog, we explored how a deep understanding of your customer
segments (and their expectations of your product) can drive Value Innovation. We identified the reasons that customer subsets choose your product, prioritized which customer segments were the best fit given your organizational capabilities, and searched for synergies in serving specific customer segments in parallel.
In the last blog, we shared a 5 Step Process helping teams to build a unique
Customer Value Profile for their enterprise. Focusing on building a unique customer profile, allows organization to delight specific customers, steer away from the competition, and move towards true Value Innovation.
Now, we are going to break down the process into its parts and dive into the details!