Measuring Customer Experience Toolkit

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


STEP 1: Get your bearings

Start with...

  • The latest quick edition of the Measuring 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 992 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Measuring Customer Experience improvements can be made.

Examples; 10 of the 992 standard requirements:

  1. Are you marketing your omnichannel returns program as a key value proposition for your customers, and are processes in place to ensure a high-quality, frictionless customer experience?

  2. Does your buy online, pick up in-store program meet customer expectations by creating better and more efficient customer experiences than traditional paths of purchasing in a store?

  3. How do you integrate on-premise, mobile, and cloud-based technologies into a single, seamless customer contact infrastructure, delivering differentiating customer experience?

  4. Can the partner deploy the latest customer-centric systems, tools, and processes Ð- and customize and integrate to your environment with high confidence and minimal risk?

  5. How do you create a customer-centric organization that provides the personalized services and the consistent end-to-end experience that your subscribers require?

  6. How do you offer innovative products, market them quickly, and provide a superior customer experience while managing your core business and maintaining costs?

  7. How does your organization bring together innovators, process owners and technology experts to transform the customer experience and generate dramatic growth?

  8. Do you need a cultural shift to deliver better customer experience and make employees better aligned and engaged towards delivering the right experience?

  9. What information do other organizations need from customers to contextualize advocacy, relating results to the actual customer experience a call center?

  10. What must leadership do to transform the sales force from pushing product to delivering solutions and results to demanding and sophisticated customers?


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 Measuring Customer Experience book in PDF containing 992 requirements, which criteria correspond to the criteria in...

Your Measuring 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 Measuring Customer Experience Self-Assessment and Scorecard you will develop a clear picture of which Measuring 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 Measuring 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 Measuring Customer Experience projects with the 62 implementation resources:

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

Examples; 10 of the check box criteria:

  1. Team Operating Agreement: Are there more than two native languages represented by your team?

  2. Risk Management Plan: What are some questions that should be addressed in a risk management plan?

  3. Probability and Impact Matrix: Is the present organizational structure for handling the Measuring Customer Experience project sufficient?

  4. Activity Duration Estimates: Are steps identified by which Measuring Customer Experience project documents may be changed?

  5. Cost Management Plan: Eac -estimate at completion, what is the total job expected to cost?

  6. Probability and Impact Matrix: What will be the likely incidence of conflict with neighboring Measuring Customer Experience projects?

  7. Responsibility Assignment Matrix: Are detailed work packages planned as far in advance as practicable?

  8. Procurement Audit: Do your organizations policies promote and/or safeguard fair competition?

  9. Scope Management Plan: Are there procedures in place to effectively manage interdependencies with other Measuring Customer Experience projects, systems, Vendors and your organizations work effort?

  10. Responsibility Assignment Matrix: What tool can show you individual and group allocations?

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

1.0 Initiating Process Group:

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


2.0 Planning Process Group:

  • 2.1 Measuring 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 Measuring 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 Measuring 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 Measuring 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 Measuring 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 Measuring Customer Experience project with this in-depth Measuring Customer Experience Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose Measuring 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 Measuring 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 Measuring Customer Experience investments work better.

This Measuring 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.