The implementation roadmap adopts a comprehensive and holistic “outside-in” approach, with the aim of achieving sustainable success in building a signature brand experience while aligning with the organization’s established values and cultures.
Based on the key building blocks of the SE Framework and tailored to the organization’s context, the six-stage implementation roadmap includes the following key interventions:
Firstly, the roadmap aims to align leadership’s expectations and commitment, and formulate a signature customer experience DNA for the organization. This DNA (Signature Experience DNA) serves two crucial purposes, both externally and internally.
- Externally, the DNA provides a guidepost for delivering a sustainable customer experience, enabling the organization to build a signature experience branding that sets it apart from competitors.
- Internally, the DNA is translated into a collection of core service behaviors, fostering a shared understanding among all employees and cultivate a customer-centric culture throughout the organization.
Secondly, the roadmap involves strategic action plans to translate the DNA from an idea to implementation, ensuring the organization’s long-term competitive advantage.
Thirdly, the DNA is integrated into customer journey blueprints and core training programs for employees, ensuring consistency in delivering a unique customer experience.
Finally, the roadmap adopts employee involvement mechanisms to engage them in the implementation of strategic action plans. This fosters a shared sense of ownership and belonging among employees, enhances their commitment to organization’s success.