Customer Experience Methodology

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Concept I developed as to how communities should be deployed and developed over time. Created methodology and put into practice as the framework for the customer service and support practice.

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Customer Experience Methodology

  1. 1. Commitment and Diagnosis Phase<br />-Stakeholder Assessment<br />-Constituent Assessment <br /><ul><li>Product Training
  2. 2. Mission, Goals and Objectives Assessment
  3. 3. Technical Integration with Association Management System </li></ul>Customer Experience Prescription Phase<br />-Identification of formal communities<br />-Recommendations for new programs<br />-Recommendations for non-dues revenue opportunities<br />-Recommendations for user adoption and engagement<br />Beta Group Phase<br />-Identification of beta group participant<br />-Best practices for beta group management<br />-Beta group training<br />-Beta group feedback<br />GTM (Go-to-Market) Phase<br />-Recommendations for communication vehicles and timing of communications<br />-Recommendations for positioning, tone and method of communications<br />-Recommendations for metrics<br />-Execution<br />Community Wellness Check-Ups<br />-Assessment of user adoption based on identified metrics at 3, 6, 9, and 12 months <br /><ul><li>Recommendations for growth, innovation, and sustainability
  4. 4. -Recommendations for community participation in Higher Logic’s User Group</li></ul>The Customer Experience Methodology<br />

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