Consortium Members are 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 maximize 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

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• Understanding the Customer Experience
• Assessing and designing improvements
• Measuring impact

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, & 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 tenets of social and support:

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

See Social Networks, Communities, and Support for more details.

Three Types of Demand

• Assisted Support
  • Customers want to talk to the vendor
  • Phone, chat, email, click to submit case
  • Support center, support analysts respond
• Self-Service
  • Customers use automated service tools, help integrated into the product or a web based portal/KB
• Communities and Social
  • Customers want to interact with other users
  • Ask, respond, comment, rate, vote
  • Online forums, ideastorms, blogs, wikis, Twitter, Facebook, LinkedIn