In my last blog post about customer experience (CX) prioritization, I talked concerning the significance of balancing buyer impression with enterprise impression when making selections about which initiatives to pursue. Starting CX prioritization makes use of a easy however efficient four-box mannequin. As CX prioritization strikes up the maturity curve, it will get extra complicated by including extra dimensions. This improves the precision of useful resource allocation.
An intermediate prioritization mannequin ought to embrace:
- Buyer impression. Establish which initiatives have the best chance of enhancing your prospects’ expertise of the issues that matter to them. CX leaders can enhance the worth of their useful resource investments by specializing in enhancements and initiatives that tackle the best buyer ache factors and help prospects via their most vital journeys.
- Enterprise impression. Decide the crucial enterprise targets that the exercise or mission will help, similar to growing income or decreasing prices. Simply as with the shopper impression class, the enterprise impression class checks for alignment—confirming the extent to which the proposed mission will help near-term and/or long-term enterprise aims.
- Feasibility. Affirm that the initiative or exercise might be accomplished by evaluating useful resource availability and forecasting change administration points. Even when the mission has sturdy advantages for patrons or the enterprise, feasibility evaluation evaluates whether or not the agency can execute on it to understand the anticipated advantages.
Learn extra about this mannequin and obtain Forrester’s Intermediate CX Prioritization Instrument in my new report, Level Up Your CX Prioritization By Thinking In Multiple Dimensions. Should you want extra particular steerage, please think about scheduling an inquiry or reaching out to your gross sales accomplice for help.