How to get started - the six step road map

SJP has defined an efficient approach to Customer Experience Management

Based on extensive experience within the field of Customer Experience Management SJP has defined an efficient approach to get a good start up with a fact based and systematic CEM approach. The approach is summed up in a six step road map based on proven concepts:

• Concretize the financial impact of creating improved customer experiences

• Create an overview of the customer’s journey with the company and the specific touch points they have – documented in a Customer Journey Map

• Identify critical customer touch points to improve based on advanced customer insight

• Innovate how to improve experiences in customer touch points and what new experiences are vital to improve market differentiation

• Reduce costs on customer touch points and processes not vital for the customers experience to make Customer Experience Management approach more cost neutral

• Set up objectives and follow up to make sure that the CEM approach stays alive in the organization, making the differentiation support profitable customer behavior over time.