Customer Experience Initiative

Definition of Service Excellence:

Maximize customer realized value/success through the use of our products and services.

Continuous Improvement Model

Executing on service excellence is no small task. It often involves a shift in perspective, strategy, culture, and leadership. Members are currently working on a touch point model and desired outcomes, as well as techniques for understanding and improving the customer experience. We aim to reduce value erosion and maximizing value addition by exploring:

  • Strategy
    • Building customer empathy
    • Do you have a brand promise? Are you fulfilling it?
    • Transitioning from customer support to customer success
  • Continuous Improvement Model (image right)
    • Understanding the Customer Experience (CX)
    • Assessing and designing improvements
    • Measuring impact

Please note this initiative used to be named the “Customer Success Initiative.” It was updated to reflect a broader scope, and to distinguish it from the discipline of Customer Success.


Social Networks, Communities, and Support

The Customer Experience Initiative includes the work Consortium members have done around the intersection of support and social media.

When integrated correctly into the service strategy, social can be a powerful knowledge-sharing tool. Members have developed the following three tenets of social and support.

  • Monitor, Listen, and Learn
  • Let Social Support Social
  • Improve, Inform and Influence

More details and information can be found on the Social Networks, Communities, and Support page.