Coaching Model: Coaching Around the Experience: Business Transformation

A Coaching Model Created by Valerie Jones
(Professional & Life Coach, UNITES STATES)

Transforming the Customer Experience is Critical for Competitive Advantage

Truly Understanding Customer needs may help companies improve not only the buying experience but also their bottom line. McKinsey&Company

Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. That is an exact quote from the “U.S. Customer Experience Index, 2016” by Forrester’s Rick Parish. Forbes.com

What is Customer Experience?

Customer Experience is how your customers perceive their interactions with your company Forrester Research

It’s what products and services your company offers, how you manage your business, and what your brand stands for. It’s what your customer thinks happened when they tried to learn about and evaluate your product, tried to buy it, tried to use it, and maybe tried to get help with a problem. What’s more, it’s how they felt about those interactions: excited, happy and reassured, or nervous, disappoints and frustrated. “Outside In” by Harley Manning & Kerry Bodine Forrester Research

3 Core Customer Experience Elements

Coaching Around the Experience

Assessment: Current State of Customer Experience

• Voice of the Customer (VOC)
• Customer Journey Maps
• Mission, Vision, Goals & Objective Alignment

Based on Assessment, Prioritize & Plan Improvement Initiatives

• What Needs to Improve?
• How to improve?

Change Management:

• Organize Talent, Systems & Structures to Enable Changes

Culture

• Executives Modeling
• Educate, Communicate
• Engage Your Associates

Build Upon Successes

• Celebrate the Small Wins and the Big Wins
• Communicate, Recognize!

Leverage Learning's

• New Insights – for Innovation