Customer Experience Statement

CES

What is the Customer Experience are you trying to deliver?

Ask this question to people in your organization and listen to the different replies you get. Chances are if you don’t have a defined Customer Experience Statement (CES), the answers will vary from person to person.

What is the CES?

The CES is the focal point of a customer experience program. A CES informs employees at all levels how to approach the decisions they make every day that drive customer loyalty and customer retention. It guides the decision-making necessary to take a company one step closer to creating the ideal customer experience.

Without a clearly defined CES, everyone does what they think is the right thing, which leads to overlapping priorities and gaps in the experience. This can result in lost opportunities and increased costs.

Beyond Philosophy’s Customer Experience Statement (CES) Workshop Series can help you keep everyone in your organization on the same page as it pertains to the customer experience by helping you define your CES.

The Purpose of a CES Workshop

Creation of a CES is an easy step to overlook when building your customer experience journey. In our experience, missing this step usually means retracing steps and losing time in the long run.

The Benefits of Developing a Defined CES Statement:

Creation of a CES is an easy step to overlook when building your customer experience journey. In our experience, missing this step usually means retracing steps and losing time in the long run.

A CES Helps You Build Customer Loyalty.

Small decisions have dramatic impacts on customer experience, which directly translates into customer loyalty. By beginning your customer experience management program with a CES, we help you ensure long-term gains in customer loyalty – and cost reduction of customer acquisition.

A CES Helps You Define Your Emotional Signature®.

Emotions account for more than half of the decisions made in the typical customer experience. Your customer experience evokes emotions every step of the way. What emotions are you trying to evoke? The CES helps you define this goal so you can incorporate it into your design effectively.

A CES Helps Your Employees Make Better Decisions in Their Interactions with Customers.

A CES has implications for the entire organization. We encourage an adoption from the most senior levels. A CES will reflect a concern for what drives most value for the organization. A CES gives a clear articulation of what the organization values so that your people can use these values to determine their actions with a customer.

Beyond PhilosophyCES – Customer Experience Statement