Customer Experience Toolkit: best-practice templates, step-by-step work plans and maturity diagnostics

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"I asked not enough questions at first. As the Customer Experience Director I manage the build of B2B customer experience measurements and reporting and am responsible for all end-to-end customer experience across all touchpoints. I am responsible for driving the customer experience through proactive and customer focused behaviors and actions. Our goal is to create an exceptional shopping experience by demonstrating specialty product knowledge, assessing customers needs by actively listening and providing solutions, and that’s tough, but I have 5 years of experience working in enterprise sales, which gave me a strong foundation."

Save time, empower your teams and effectively upgrade your processes with access to this practical Customer Experience Toolkit and guide. Address common challenges with best-practice templates, step-by-step work plans and maturity diagnostics for any Customer Experience related project.

Download the Toolkit and in Three Steps you will be guided from idea to implementation results.

The Toolkit contains the following practical and powerful enablers with new and updated Customer Experience specific requirements:


STEP 1: Get your bearings

Start with...

  • The latest quick edition of the Customer Experience Self Assessment book in PDF containing 49 requirements to perform a quickscan, get an overview and share with stakeholders.

Organized in a data driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the…

  • Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

Then find your goals...


STEP 2: Set concrete goals, tasks, dates and numbers you can track

Featuring 944 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Customer Experience improvements can be made.

Examples; 10 of the 944 standard requirements:

  1. You are what you charge for. And if you are competing solely on the basis of price, then you have been commoditized, offering little or no true differentiation. What would your customers really value?

  2. How can you incorporate new data and analytics into CX analysis (e.g., social listening, text, photo and video analytics, location-based data) to further understand CX and the customer journey?

  3. Strategically minded managers are looking for an improved process resulting in better customer experience, loyalty and profits. Do corresponding challenges ring true for your business?

  4. How do the key attributes of the customer base, customer experience, customer needs and customer challenges affect the need for a culture of customer-centricity at your organization?

  5. The benefits of intelligent Virtual Assistants are clear - improve your online customer service experience and increase sales. But what character would suit your business best?

  6. What challenges have you observed or experienced in getting a customer inquiry to the correct individual who is able to get a question/inquiry answered, addressed, or resolved?

  7. Is the bpo business process outsourcing market destined to shrink as backend systems become increasingly automated and as customers increasingly use mobile payment systems?

  8. How do you use digital to deliver a better guest experience, a more engaged customer and hopefully, drive greater differentiation and more profitability for your business?

  9. As leaders drive the digital future, how can they align values, build trust and deliver a remarkable customer experience by putting humanity at the center of business?

  10. Think about all the new technologies in the last 5 years that changed the customer experience (CX). Now imagine the same thing over the next 5 years, what will change?


Complete the self assessment, on your own or with a team in a workshop setting. Use the workbook together with the self assessment requirements spreadsheet:

  • The workbook is the latest in-depth complete edition of the Customer Experience book in PDF containing 944 requirements, which criteria correspond to the criteria in...

Your Customer Experience self-assessment dashboard which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next:

  • The Self-Assessment Excel Dashboard; with the Customer Experience Self-Assessment and Scorecard you will develop a clear picture of which Customer Experience areas need attention, which requirements you should focus on and who will be responsible for them:

    • Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
    • Gives you a professional Dashboard to guide and perform a thorough Customer Experience Self-Assessment
    • Is secure: Ensures offline data protection of your Self-Assessment results
    • Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next:

 

STEP 3: Implement, Track, follow up and revise strategy

The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage Customer Experience projects with the 62 implementation resources:

  • 62 step-by-step Customer Experience Project Management Form Templates covering over 1500 Customer Experience project requirements and success criteria:

Examples; 10 of the check box criteria:

  1. Project or Phase Close-Out: Were messages directly related to the release strategy or phases of the Customer Experience project?

  2. Procurement Management Plan: Are all key components of a Quality Assurance Plan present?

  3. Team Performance Assessment: If you have received criticism from reviewers that your work suffered from method variance, what was the circumstance?

  4. Procurement Audit: Was the admissibility of variants displayed in the contract notice?

  5. Team Performance Assessment: How does Customer Experience project termination impact Customer Experience project team members?

  6. Risk Audit: Have customers been involved fully in the definition of requirements?

  7. Probability and Impact Matrix: Were there any Customer Experience projects similar to this one in existence?

  8. Contractor Status Report: Who can list a Customer Experience project as organization experience, your organization or a previous employee of your organization?

  9. Procurement Audit: Proper and complete records of transactions and events are maintained?

  10. Team Performance Assessment: When a reviewer complains about method variance, what is the essence of the complaint?

 
Step-by-step and complete Customer Experience Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:

  • 1.1 Customer Experience project Charter
  • 1.2 Stakeholder Register
  • 1.3 Stakeholder Analysis Matrix


2.0 Planning Process Group:

  • 2.1 Customer Experience project Management Plan
  • 2.2 Scope Management Plan
  • 2.3 Requirements Management Plan
  • 2.4 Requirements Documentation
  • 2.5 Requirements Traceability Matrix
  • 2.6 Customer Experience project Scope Statement
  • 2.7 Assumption and Constraint Log
  • 2.8 Work Breakdown Structure
  • 2.9 WBS Dictionary
  • 2.10 Schedule Management Plan
  • 2.11 Activity List
  • 2.12 Activity Attributes
  • 2.13 Milestone List
  • 2.14 Network Diagram
  • 2.15 Activity Resource Requirements
  • 2.16 Resource Breakdown Structure
  • 2.17 Activity Duration Estimates
  • 2.18 Duration Estimating Worksheet
  • 2.19 Customer Experience project Schedule
  • 2.20 Cost Management Plan
  • 2.21 Activity Cost Estimates
  • 2.22 Cost Estimating Worksheet
  • 2.23 Cost Baseline
  • 2.24 Quality Management Plan
  • 2.25 Quality Metrics
  • 2.26 Process Improvement Plan
  • 2.27 Responsibility Assignment Matrix
  • 2.28 Roles and Responsibilities
  • 2.29 Human Resource Management Plan
  • 2.30 Communications Management Plan
  • 2.31 Risk Management Plan
  • 2.32 Risk Register
  • 2.33 Probability and Impact Assessment
  • 2.34 Probability and Impact Matrix
  • 2.35 Risk Data Sheet
  • 2.36 Procurement Management Plan
  • 2.37 Source Selection Criteria
  • 2.38 Stakeholder Management Plan
  • 2.39 Change Management Plan


3.0 Executing Process Group:

  • 3.1 Team Member Status Report
  • 3.2 Change Request
  • 3.3 Change Log
  • 3.4 Decision Log
  • 3.5 Quality Audit
  • 3.6 Team Directory
  • 3.7 Team Operating Agreement
  • 3.8 Team Performance Assessment
  • 3.9 Team Member Performance Assessment
  • 3.10 Issue Log


4.0 Monitoring and Controlling Process Group:

  • 4.1 Customer Experience project Performance Report
  • 4.2 Variance Analysis
  • 4.3 Earned Value Status
  • 4.4 Risk Audit
  • 4.5 Contractor Status Report
  • 4.6 Formal Acceptance


5.0 Closing Process Group:

  • 5.1 Procurement Audit
  • 5.2 Contract Close-Out
  • 5.3 Customer Experience project or Phase Close-Out
  • 5.4 Lessons Learned

 

Results

With this Three Step process you will have all the tools you need for any Customer Experience project with this in-depth Customer Experience Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose Customer Experience projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
  • Implement evidence-based best practice strategies aligned with overall goals
  • Integrate recent advances in Customer Experience and put process design strategies into practice according to best practice guidelines

Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role; In EVERY company, organization and department.

Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'

This Toolkit empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Customer Experience investments work better.

This Customer Experience All-Inclusive Toolkit enables You to be that person.

 

Includes lifetime updates

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.

46 Reviews Hide Reviews Show Reviews

  • 5
    ctmfile.com

    Posted by ctmfile.com on 5th Sep 2018

    This is a structured, in-depth review and how to work out how develop the controls and processes that will begin to solve the problem. Knowing what questions to ask is the starting point. The level of questions and analysis required will surprise, but this level of details is essential.

  • 5
    This is great! Thank you. Say, do you all do consulting or certification?

    Posted by KEN W. on 5th Sep 2018

    KEN W. Managing Director

  • 5
    The Honourable Ralph Goodale, Minister of Public Safety and Emergency Preparedness, Canada

    Posted by The Honourable Ralph Goodale, Minister of Public Safety and Emergency Preparedness, Canada on 4th Sep 2018

    I would like to extend my sincere appreciation. I would also like to thank you for your service in promoting business continuity practices. I wish you every success in your work.

  • 5
    JUNE M. Vice President Information Technology, Human Resources and Administrative Services

    Posted by JUNE M. on 3rd Sep 2018

    I would love to have a conversation with you, at the moment I am preparing for our annual IT Conference, which I might add, we could have used you as a presenter!

  • 5
    DAVID T. Software Consultant

    Posted by DAVID T. on 3rd Sep 2018

    Quality is a topic that is very important for me right now, and it should be important for every team. This book contains a self-assessment that can be useful for your organization to find out where you currently are. If you struggle to ask the right questions about your efforts, this book will give many of them, and a way to score your answers

  • 5
    Seems quite handy - going to start using it next month as we're investing quite a lot in it. This will define for us what to do in this space and solve a real problem (rather than chasing shiny objects).

    Posted by DAVIN B. on 2nd Sep 2018

    DAVIN B. Systems Manager

  • 5
    MARIETTA W. Senior Consultant

    Posted by MARIETTA W. on 2nd Sep 2018

    Standard Requirements is a straightforward guide. It is a tool to help develop a detailed vision of all areas impacted by an implementation, and a useful tool for scoring readiness and implementation quality.

  • 5
    Thank you! I have found a lot of great information in the text so far. I plan to use your book as one of our references as we build out our SDDC and gladly leave an online review.

    Posted by CRAIG T. on 4th Aug 2018

    CRAIG T. Chief Technology Officer

  • 5
    Thank you. I would very much like to read your publication and share my views on our blog to reach our English and Spanish customers.

    Posted by James S. on 3rd Aug 2018

    James S. Account Manager