Customer experience design and implementation benefits from a structured approach, focusing on simple changes to the customer experience first, prior to rolling out to other sites or areas of the business.
Demonstrating the benefits of improvements in an area or site, where problems seem worst or are easiest to fix can build momentum and act as a ‘catalyst’ before investing in more complex change.
Implementation activities would be confirmed during the planning stage, but typically involve confirming key baseline data derived from the discovery phase, working alongside staff and managers to develop capability, implementing the proposed changes and measuring the impact of improvements.
Although in most cases our proposed solutions are simple, involving minimal financial investment in technology and change, staff and managers would still need to take ownership of any new ways of working.
For organisations with multiple sites and locations we recommend rolling out changes in clusters, often by region or by ownership, and to focus on those sites where complaints are high and customer experience scores low.
This approach can accelerate benefits achieved and make implementation more cost effective, whilst structuring implementation into stages can dramatically increase the success rate of your project.
Key Elements of a Delivery Programme
- Implementation approach – focusing on simple changes first followed by clustered roll out
- Proof of concept – to demonstrate the benefits of simple changes in one area first
- Communication and mobilisation – to motivate and mobilise staff behind the programme
- Structured roll out – to accelerate benefits achieved and maximise cost efficiencies
- Competences delivered – via an effective and streamlined approach to training staff and managers
- KPI’s and metrics – to monitor and track improvements on a continual and sustainable basis