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Unlock ideas, inspire
and create change

Drawing up a governance blueprint is essential, both to set up a mechanism to make decisions on initiatives and to align new and ongoing efforts in each function with overall customer-experience objectives. Drafting a road map will serve as a portfolio of actions to deliver on the vision and will define a new way of working with purpose-driven change-management principles, and embed it in the organisation.

Design Thinking
Principles

Building a road map

Organisations should use the voice of the customer to identify opportunities to improve customer service levels within business functions. Tapping into the voice-of-the-customer involves capturing feedback, including satisfaction scores and customer sentiment analysis from social media. The process includes gathering insights on what truly matters to your target customer, within your industry, and for your organisation.

Establishing a Customer Experience framework

1. Customer Experience Strategy: Define customer expectations and how the business will meet and exceed them, aligned with your company and brand strategy.

2. Map and Articulate. Evolve and advance the Customer Experience Roadmap, a program of agreed and prioritised work, designed to provide value to customers and the business. Clearly understand and document the start and endpoints of your customer journey. Often, the process begins way before your organisational processes. 

3. Prioritisation: Develop a list and prioritise pain points and processes that require the most attention and those may yield the best results to deliver an exceptional experience.

4. Risk Management. Identify the risks in planning, execution, budget and benefits realisation, early, quickly, and work proactively with teams to mitigate those risks 

5. Roles and Accountability: Define who does what by assigning tasks to teams to provide relevant customer experience. 

6. Establish Standards: A style guide for consistent delivery of customer experience excellence. 

7. Decision-Making Framework: Define the criteria required to evaluate projects and allocate resources.

8. Communications: Build a set of guidelines to outline the requirements across the organisation.

9. Resources: Work with CX Team Leaders to understand their projects and ensure the Customer Experience Roadmap continuously meets the agreed customer journey and design pipeline 

10. Measure Success: Utilise commercial and customer analytical rigour to provide a standard methodology to estimate the realised benefits to from Customer Service design work and to prioritise pain points

Embark on a
Customer-led Journey

Our approach is to design targeted and relevant communication to build better customer experience and employee experience through a structured change management process.

Our skills lie in the ability to think differently, not constrained by existing processes and thinking. We enjoy the process of taking people on a journey to uncover unexplored elements of their business.

Whether it’s planning, managing short-term projects, or facilitating workshops, we can help you achieve your goals, and carefully created to promote your point of difference, every time.

Optimise your customer journey

Map the Customer
Journey

Customer journey maps enable better experiences

A customer journey map is a tool used to visualise the experience of interacting with your brand from the customer’s point of view. By better understanding your customers, you can better deliver on their expectations.

Why map your customer’s journey?

Understanding and empathising with customers lays the groundwork for meaningful interactions and successful business outcomes. It also provides a robust framework for CX initiatives.

The Customer Experience journey needs to address the emotional journey in addition to the step-by-step interaction map. The journey begins long before the customer interacts with your business. Furthermore, the rational part of the experience mapping includes only accounts for half of the overall experience. It misses the emotional, subconscious, and psychological influences that create so much of the outcome of your Customer Experience.

Get in Touch

eQ communications

PO Box 3801

Mosman NSW 2088

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