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How do we sustain Customer Experience?

Sustaining CX

Two factors put your customer experience under pressure. 1) Customer expectations forever change. 2) As organisations grow, they divide into specialist teams (aka functions). These factors challenge your team and change the experience you deliver.

While we offer CX Projects to boost Customer Experience, one off changes eventually become obsolete. So, we recommend clients embrace Customer Experience as a way of working, thinking and being.

To sustain your customer experience, we

  • Engage your teams.
  • Build Customer Experience into key processes and systems.
  • Use customer data and insight to influence decision-making.

Introduce empathy into the design of new products, services and touchpoints.

Sustaining CX building on my three principles of Customer Experience management.

Understanding Customer Needs

Understanding your customers

We can only delight our customers when we understand them and their needs.

Meeting your customer needs

Adjusting, re-designing or designing new products, services and touchpoints to meet customer needs.

Earning a return on investment

When we invest in customer experience management our time and money must be repaid.

What to expect when Sustaining CX

First, we assess the way you manage Customer Experience. Our benchmark is a set of proven good practices from many industries and countries. During the assessment we engage and understand stakeholders.

Then we will agree opportunities to improve Customer Experience Management. This will give you a clear vision and supporting processes and systems. We will ensure you can continuously improve and respond to events.

We use Change and Project Management to embed these ways of thinking into your culture.

In our last stage, we repeat the assessment and show the benefits of your sustainable CX practices.

What you will get out of sustaining Customer Experience

Typical benefits

  • Continuous improvement of your Customer Experience.
  • The ability to respond to and even predict changes in customer needs and perception.
  • Greater resilience in future events with the ability to adapt to changes in external factors.
  • The cultural benefits of customer centricity such as enhanced employee engagement.

Check out my other services

If you haven’t found what you need here, my other services may help.

CX Workshops

CX Workshops

An introduction to the value of managing your customer experience.

Customer Experience Projects

CX Projects

Focused, one-off activities designed to boost customer experience.

Customer Experience Consulting

CX Consulting

Discussing CX and what it means for you, developing ideas and action plans.

My commitment to you

Whichever service you choose, my commitment to you is to understand and meet your needs. In other words, I practice what I preach.

See my commitment to you in full.

Schedule your free consultation and learn how you can keep up with rising customer expectations.

After our confidential, 30-minute consultation, you will…

  • See a path to using customer feedback to drive product, service and operational improvements
  • Feel confident you and your team can continuously improve
  • Be keen to get ahead of your competitors by using customer ideas to innovate
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