DESIGN: THIS IS WHERE THE CONCEPT TAKE THE FORM OF A BLUEPRINT WITH SPECIFIC AND MEASURABLE GOALS.
How will the intended customer experience translate into each department’s activities, behaviors and measures?
How will the re-designed experience look and feel like for the various personas?
What’s the expected ROI of this change?
IMPLEMENT THE PROGRAM THROUGHOUT THE ORGANIZATION. HERE IS WHERE YOUR STRATEGY AND ACTION PLAN GET TO WORK.
How to evangelize the Customer Experience inside the organization and keep the momentum?
How will we measure our progress (i.e. what will be our Customer Experience Metric)?
What rewards will be associated with each department’s success?
REASSESS AND MONITOR IS WHERE YOU HAVE DONE THE WORK TO DESIGN, BUT NOW YOU LOOK AT WHAT IS WORKING AND WHAT ISN’T. YOU MAY NEED TO CHANGE HOW SOME PARTS OF YOUR PLAN WORK IN ORDER TO GET THE RESULTS YOU NEED.
This phase requires you to ask:
What is or isn’t working well to get the results we need?
How can we adjust our actions to get a better outcome?