LISTENING AND COMMUNICATING
Organizations must listen to their internal and external customers through a variety of touchpoints. They can use the community to gain additional knowledge and ensure that it is shared across the organization.
CO-CREATION
Colleagues collaborate together to discuss and create innovative solutions for customers. By co-creating with a focus on customer experience, leads to better product-market fit overall.
CENTRE OF CUSTOMER EXCELLENCE
The Centre of Customer Excellence is where the organization stores knowledge and information on how to manage Customer Experience.
WHAT IS CUSTOMER-CENTRIC COMMUNITY?
A Customer-Centric community is a network of colleagues across the organization that meet regularly to discuss customer trends and to identify how to improve the customer experience. They collaborate and support each other to implement improvements to the Customer Experience and drive business growth. In addition, they are concerned with best practices of Customer Experience Management and work collectively to improve it.
WHY IS CUSTOMER-CENTRIC COMMUNITY IMPORTANT?
-Better cross-functional collaboration and brings departments closer together
-Break functional silos
-Shortens the decision making time for customer-related initiatives
-Develop a much more intimate understanding of customer needs shared across the organization
-Identifying innovative opportunities to improve the Customer Experience and drive business growth
-Improve alignment between customer needs and actions of the organization
-Sharing and advancing knowledge in Customer Experience Management
-Improve efficiency in Customer Experience Management
Want to learn about the full model?
Head over to our training to get certified in Customer Experience Leadership, Customer Experience Analysis or as a Customer Experience Coach. Interested in the model? Scroll down to browse some of the other dimensions.
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