Dimensions of an Exceptional Customer Experience
“Simplicity in character, in manners, in style; in all things the supreme excellence is simplicity.”
Much like an artistic masterpiece, a great customer experience often feels simpler on the surface…and that’s part of the beauty. Despite the clean simplicity of a painting or sculpture, we know that in reality it was the result of years of technique, talent, and inspiration. Likewise, there is a lot of vision, expertise, and orchestration that goes into making a seemingly simple, exceptional customer experience happen.
At Winter Sun, architecting an exceptional digital CX requires an understanding of both strategy and implementation. A strategic vision doesn’t mean much if you aren’t able to actually make it real (imagine having a brilliant idea for a painting but no paintbrushes!). Our comprehensive approach centers around first designing a customer-centric strategy and then ensuring that our clients are internally prepared to bring it to life.
We believe the dimensions of an exceptional CX center around 4 fundamental questions:
1. How well do you understand your customers?
Do you have a strong sense of the customers you’re talking to? Do you understand not only who they are, but what motivates them, why they feel the things they do, and what other external market or industry factors may be influencing the way they think and act?
2. How well do you apply these insights?
Are you efficiently taking what you’re learning about your customers and applying it to a CX strategy that is understood and adopted across the company? Are the tech and creative decisions you make rooted in these insights?
3. How well are you set up to execute?
Do you have the necessary tools and technology in place in order to execute on your CX strategy? Do you have the right people and processes?
4. How well are you set up to sustain and evolve?
Is your org culture generally aligned and invested in change? Do you continually measure success to prove ROI and continue to optimize your efforts?
Introducing the Winter Sun Dial
We use the Winter Sun Dial to not only center the conversations with our clients around their transformation goals, but also to get a sense of where they currently stand on the maturity curve. Through this framework we’re able to easily identify the areas that may need the most focus and tailor both a strategy and a tangible path forward.
How would your company answer our questions?
If you’d like to learn more about our approach to creating exceptional customer experiences, get in touch!