To help you along your way on the journey to becoming customer-led, here are some resources from us. Click on the capability or scroll through our ever revolving library.
Gather insights to build your customer profiles.
Accurate + compelling customer profiles are a core foundation of becoming customer-led. Start getting this insight from your customers in your everyday interactions with them.
A great way to make sense of a long list of improvement actions is to sort them by customer journey stage. Use this generic customer journey model or adapt it to your own
Illustrating the sentiment your customer has for your business is a great way to reframe your performance.
Through visualising where you are today, you can start to delve deeper into your performance across your customer base, inform strategic choices + make focused changes for the greatest impact.
Download the while worksheet + know where do your customers sit.
Once you gain some intelligence on your overall advocacy score, it’s useful to take it further + understand the shape of the data
The are 8 core shapes + each require unique strategies to address. Download below.
Go above + beyond the confines of the standard list of emotions.
Use the table below to reveal that exact emotion that you can’t quite find the word for.
It is the ultimate improbability. If a million monkeys sat at a million typewriters, they would eventually reproduce all the works of Shakespeare. Now they have done it. Or have they? On 6th October this year the BBC, CNN and world media reported that the last of the monkeys finished the job.
Jesse Anderson was the monkey-trainer. While Shakespeare gibbers, he explains what he – and the monkeys – have and have not done.
With ever increasing customer expectations, you need a frame to understand what’s important + what’s not to your customers. By doing things that are not valued, you’re wasting resources. By not doing what’s not expected, there’s no impact. It’s about getting clear on the activities that will make the greatest impact, driving satisfaction, sentiment, loyalty + long term advocacy.
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