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Michael Tamayo
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Customer Experience Strategist
Customer Experience Strategist

14 followers
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In the previous post , we began looking at a suggested approach for analyzing lost customer data at an individual level in order to identify specific customers and the value they represented to the company prior to their defection.  To illustrate this appro...
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A Suggested Approach for Developing a Customer Experience Strategy - Lost Customers, Part 1
In the course of completing a strategy assessment of your company’s customer environment, you may get lucky and come across data regarding lost customers or prospects.  If an exposure to lost customers is not included in the assessment, you’re strongly enco...
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A Suggested Approach for Developing a Customer Experience Strategy - Part 1
First things first…”strategy” is one of the most misconstrued concepts in business, so let’s start with a definition of what it is, and what it isn’t…here are some references I’ve come across in books and in various media: “Our strategy is to be the most tr...
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Developing a Customer Experience Strategy - The HealthScan Company Case Study
We’ll use this fictitious case study to create our CX strategy.  The development of our plan will build on the various CX tools and concepts presented throughout the preceding posts on this blog.  Our strategy will be designed in the context of the followin...
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Customer Experience Strategy - Audit: Part 2
Picking up from the previous post, let’s assess how the company fares in the nuts-and-bolts delivery of the customer experience.  The majority of customer touchpoints are delivered through some type of process.  To get a handle on the organization’s process...
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Customer Experience Strategy - Audit: Part 1
Over the next extended series of posts, we’ll layout in detail an approach for developing a customer experience strategy.  CX spans the organization and touches on numerous front and back-end functions, so the customer experience strategy must align with th...
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Customer Experience Strategy and the Ecosystem
In their Customer Experience Maturity framework, Forrester Research identifies the first stage in establishing CX as Repair (1) .  In this initial stage, organizations typically focus on establishing a measurement system, and finding and repairing broken pr...
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Journey Mapping Part 5 - A Future- State Journey Map and the Value Proposition Canvas
Have a look at the future-state journey map below depicting the intended experience for our persona, a college student living in dorm, and the purchase of our company’s space heater.  Notice how map incorporates the customer jobs-to-be-done and the pains an...
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Journey Mapping - Part 4: Capturing Customer Expectations and Designing a Value Proposition Canvas
Picking up from an earlier post , let’s continue developing the Jobs-to-be-Done (JTBD) customer interview that will serve to inform the design of a future-state experience in our space-heater purchase example.  Thus far in our journey mapping discussion, we...
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Customer Experience Trends - Currencies of Change
Interrupting the current series of posts discussing journey mapping to provide another summary of a recent report from trendwatching.com  .  In Currencies of Change , the focus is on the role of incentives as part of the customer experience.  According to t...
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