Introducing the StratechiaCustomer Experience SystemFriction FreeA Systemic Approach to Managing the Customer ExperienceIn today’s hypercompetitive world, business success is increasingly dependent upon your ability to build enduring relationships, which in turn demands a rare capability: creating and delivering a unique and compelling customer experience, supported by a management system that enables you to choreograph, improve and measure every customer interaction with your company.The Stratechia Customer Experience System (C.E.S.) is the turnkey solution to achieving and sustaining a friction-free experience for your most valued customers.The C.E.S. Model3 Key ElementsThe C.E.S. model is installed as a holistic operating system, and is composed three tightly integrated elements: Measure, Map, and Manage. MEASURECustomer engagement and loyalty levels along several dimensions and across every touchpoint are quantified, using metrics such as the Return on a Relationship (ROAR) Score or Net Promoter Score (NPS). Proprietary client metrics are welcomed. MAPThe Stratechia Customer Experience System features a 3-phase approach to mapping and validating the customer journey, centering on Stratechia's proprietary Empathy Map and Customer Journey Canvas. MANAGEInnovation opportunities and continuous improvement projects identified in the MAP phase are launched, tracked and managed using a SaaS-based platform or other preferred method.The C.E.S. ProcessA Proven PathwayThe 6-step C.E.S. Process powers the three elements. Each step incorporates the appropriate tools from Stratechia’s proprietary toolkit to keep the process productive and ensure progress expectations are met.Initial ConsultationMaking the ConnectionFree no-obligation 90-minute introductory in-person or virtual meeting with Stratechia leaders to discuss the C.E.S. and answer all questions to ensure fit and rapport.Leader PrepSetting the Stage1/2-day session with initiative leaders to set expectations, introduce the CES, map out timelines, select sponsors, team leads, decide on key customers, and choose key outcomes. Clients may opt out upon completion of the Leader Prep day.Measure SetEstablishing the BaselineMulti-day engagement to measure and report the metrics selected during the Leader Prep step.Journey MapsHeart of the MatterMulti-day engagement focused on creating the CES centerpiece: Customer Journey maps. Using Stratechia’s proprietary Journey Canvas, key jobs-to-be-done, key goals, touchpoints, painpoints, emotions, customer problem statements, internal processes, and improvement opportunities are mapped. Once completed, each draft map is field-validated to ensure an accuracy. Future-state renderings of the ideal experience are then produced.Kaizen PlanInnovating and ImprovingInnovation opportunities and continuous improvement projects identified in the Journey Maps are prioritized. Team champions are selected, teams are formed, and project charters are developed. At this stage, if the client lacks a shared and consistent innovation and improvement method such as kaizen, training is delivered, supported by initial Stratechia-led ideation sessions.Progress TrackingSustaining EngagementUsing preferred project management and tracking mechanisms, objectives and key results for innovation and improvement activities are entered. Dashboard and reporting cycles are established. Stratechia recommends a SaaS system for ease of use. FAQsWhat exactly is "Customer Experience"?Customer or user experience — often referred to as CX and UX — is the overall feeling or perception your customers have of your brand, based on the sum all of their interactions with your company. Those interactions are shaped by nearly everything your company does, from internal processes to products and services to customer service and support. That’s why one of the most critical areas of strategic focus for any company is improving the customer or user experience.How is Customer Experience different from Customer Satisfaction?Customer satisfaction is simply the measurable delta between expectation and outcome. For example, if your marketing messaging promises one thing, but what your customers actually experience is something different, that difference will be reflected in your measure of customer satisfaction. While customer satisfaction is a component of customer experience, there are many other components that influence the customer’s overall experience. In today’s hyper-competitive marketplace, customers are more informed than ever and what might be deemed as satisfactory will likely not meet tomorrow’s expectations.What does "customer journey" mean?The customer journey refers to the progression customers go through over time as they engage in what is ideally an enduring relationship with your company. When a customer needs a specific job to be done, they typically conduct research to identify potential solutions, make a decision on which solution to select, conduct a transaction to acquire it, and then begin using it and developing a longer-term relationship with the solution provider. The myriad touchpoints along the way between you/your solution and the customer form what we call the customer journey.What is a customer journey map?As the name implies, a customer journey map can be thought of as a visual representation of a typical customer experience over time as they interact with your products, processes, and people. One way to think of a customer journey map is that it is a visual story designed to provide insights into the customer’s journey that enable you to continuously improve the customer experience.Why do customer journey maps matter?A good customer journey map can help transform your company by becoming the true starting point for your daily work. Instead of starting with your functional silos, you start with your customers’ lives. The customer journey map should become the narrative through which you talk about your business priorities. The stages of the experience will guide how you organize and use customer feedback to tell the story of customers’ lives. Your prioritized customer touchpoints will help focus investments, be a guide for how leaders ask for accountability, and drive focus on important operational metrics everyone understands and cares about as much as sales goals. Your planning will be guided by understanding where you are meeting, exceeding or disappointing the expectations of your customers, by stage of the experience.How is a customer journey map produced?The customer journey map is produced collaboratively using Stratechia’s proprietary Customer Journey Canvas. Through interactive workshops with your employee teams, we define the “as-is” experience for specific types or categories of customers. Key jobs-to-be-done, key goals, touchpoints, pain points, emotions, customer-focused problem statements get mapped. We also look at internal processes which might be impacting the customer experience. Then we identify improvement opportunities. After validating each journey map with real customers, we work with you to craft the “ideal experience.”What Makes the Stratechia CES Different?The Stratechia CES is different for two main reasons. First, we take a holistic approach, beginning with our initial consultation, including measurement, journey mapping and continuous improvement. Second, our approach combines the best of your team’s insight and thought with our facilitative method and real-world experience. Our team has deep subject matter and operational expertise developed over decades of both running and working with some of the world’s most customer-centric organizations. We help you operationally answer the most important customer questions, such as: Can I trust them? Will they help me make the right choice? Will they get it right first time? Are they reliable? Do they have my back when things go wrong? Do they “know” me and proactively help me? Will investing in Stratechia's CES help me grow revenue?In a word, yes. Companies that deliberately transform how they grow revenue are able to do so because they think about the people at the end of their decisions. They earn the right to grow by improving their customers’ lives. Enabling your customers to achieve their desired outcomes with your products and services has direct impact on your ability to grow revenue profitably. Everything you do should be in service of delighting your customers so you can drive long term value. In order to do that, you must optimize the customer experience throughout the customer life cycle. An to do that, you must embed a customer centric mindset within and across all functions. That is why we suggest taking a systems approach to the customer experience.Does This Work for B2B and B2C?Absolutely! In fact, our CES installations are balanced equally between B2C and B2B. However, the B2B space can indeed be a bit more complex than B2C: there can be multiple decision makers (aka customers) and channels to navigate, sales processes that have been in place for years, and competitive dynamics. Understanding the experience and documenting the pain points is just as important and can unlock opportunities to better address client needs and ultimately improving financial performance.Do I Need the Whole System if I Just Want Journey Mapping?We recommend taking a holistic, systems approach to your Customer Experience initiative. However, many clients have well-established measurement systems and operational improvement methods, and simply need a more tactical approach; for example, just customer journey maps. As with all of our engagements, we tailor our approach to your needs and objectives.