Customer Success Initiative

Definition of Service Excellence:

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

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

Resources:

• Customer Success Initiative (three minute video summary)
• Strategy for a Global Support Experience (two minute video summary)