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Five Things to Consider as You Embark on a Superior CX World Tour

May 30, 2023

Welcome to your
Five Things to Consider as You Embark on a Superior CX World Tour

Scoring
14+: CX Rockstar | 9-13: CX Hitmaker | <9: CX Nominee

1. How well are you listening to your customers?

A. We’re in tune – We’re doing all the things – surveys, NPS, CSAT, CES, social media, email and more (3 pts)

B. We’re getting there – We’ve got some channels available to better understand like social media, but it’s a work in progress (2 pts)

C. We could be doing better – We know its importance, but we aren’t quite there (1 pts)

2. How does your organization manage responses to the public?

A. We have dedicated resources to listening and responding (3 pts)

B. We have dedicated resources to measure, evaluate, and set goals against our response management measures (2 pts)

C. Wait! Are there things I can do now to start building a better CX journey? (1pt)

3. How often is your organization doing a multi-channel assessment/analysis?

A. We’re doing this regularly (3 pts)

B. We always plan to account for this, but it doesn’t get regular prioritization (2 pts)

C. We're looking at what we need to do (1pt)

4. How are you currently using analytics in your CX strategy?

A. Analytics drives our every move and we consider ourselves to be very data-driven (3 pts)

B. We debrief yearly or quarterly over analytics, but it’s not part of our everyday (2 pts)

C. There’s so much information, and we need a dedicated resource to help us sort it out (1pt)

5. How often are you creating new content for your customer base?

A. We have a dedicated resource that is constantly scaling our content offerings (3 pts)

B. We try to make it a priority, but with limited resources it’s not a heavy focus (2 pts)

C. I’m not exactly sure where to begin (1pt)

Time's up

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https://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svg 0 0 Kimberly Dou https://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svg Kimberly Dou2023-05-30 10:51:542023-05-30 17:56:38Five Things to Consider as You Embark on a Superior CX World Tour

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