The Intersection of Customer Experience, Strategy and BPI

Leveraging customer experience to drive business performance

The Reality

In today’s functional silos, executive leadership defines changes in the strategic direction of the company, the customer facing teams plan customer experience improvement, and operational groups drive business execution improvement. The real debate begins with what needs to be improved first.

In a perfect world, all the priority initiatives could be resourced and executed at the same time.  The reality is that each functional area attempts to chart a course that positions their number one priority as the company’s number one priority.  Is there a right one to choose or is it really a function of who lobbies the hardest, and who has been waiting the longest?  Could there be another evaluation criteria that could easily be layered on top of the business cases to help with the prioritization?

The answer is a resounding “yes,” additional criteria can be added to the prioritization efforts.  In fact, most companies have already collected the necessary data to enhance the prioritization process.  According to a Gartner study, 95% of companies are collecting customer feedback, but only 35% take actions from that feedback resulting in a failure to use the collected data to its fullest potential.

Provide direction through strategic planning

An effective strategic plan will define for everyone how the company will be successful and those milestones they need to achieve to be effective in moving the company in that direction.  At the very core, it will define what the company wants to be, to whom, and how it will deliver value.

The strategic plan needs to not only include leadership’s visionary direction, but also incorporate customer feedback supporting that vision. Executive leadership and management then communicate the customer validated plan enterprise wide to ensure everyone is on the same page and moving in the same direction.  Secondly, the plan should define how growth is going to be achieved and which customers value those improvements enough to pay for them by purchasing more, purchasing more often, staying longer and referring others.

A successful strategic plan will include:

  • Clear, quantifiable, realistic, measurable customer facing goals that can be cascaded to the organization
  • Action plans to achieve those targets that identify the leaders responsible
  • A mechanism to continually monitor performance, collect customer feedback, create corrective action where necessary, and follow through on commitments through accountability
  • Frequent leadership review and adjustments of execution plans

View the full Whitepaper Here



Categories: Blog PostWhitepapers

0 thoughts on “The Intersection of Customer Experience”

Leave a Reply

Your email address will not be published.

Related Posts

Blog Post

B2C Influence on B2B Customer Expectations

There are noticeable differences in the way B2C and B2B companies engage, interact with, and serve their respective customer bases. Traditionally, this was based on the significant differences in expectations from those customer groups. However, Read more...


Are you prepared to succeed in 2018?

Although fall is already here, it’s still not too late to ensure that your organization is prepared to successfully execute on your strategies for 2018. Only 2% of leaders are confident that they will achieve Read more...


Are your processes optimized?

Business process optimization is a necessary activity for a company in any stage in their lifecycle. Whether they be in the growing start-up phase and require the development of standard operating procedures, a mature company Read more...