Finding out where you stand now

An early assessment of a client’s current customer experience status is an integral part of the Alliance approach.

First, a diversity of client managers and customer facing staff are asked to fill out an on-line questionnaire. This is a fast and economical way of benchmarking a client’s situation against others. This approach also identifies the biggest issues that require deeper exploration.

• Alliance members will then review in more depth:
• Adequacy of customer information on experience and best sources for it
• The customer view of the experience compared to management
• Depth of understanding about the concept of experiences and readiness to participate. Planning processes that have worked best in the past. Client ambitions and business objectives
• Likely implementation challenges- structure, remuneration, capabilities, leadership, culture. Past project implementation successes
• Depth of creative capabilities within the client organisation
• Degree of alignment between brand and desired experience
• Technological capabilities
• The existing servicescape
• Measurement and review processes in place. Organisational routines.

The outcomes of the assessment are presented to the client as a broad diagnosis, along with options for how to address the customer experience opportunity.

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