Foundational
What is the primary action companies should take at the Foundational level to begin their Customer Experience (CX) journey?
Start collecting customer feedback.
The first signs of maturing from Foundational to Systematic is expanding these two functions.
Survey Strategy and Feedback Inputs
Site. Sight. Cite. Another word that is the core focus of Advanced CX organizations.
The core difference between Optimized CX orgs and everyone else is that they believe ___________ should be strategically focused on Customer Experience
The ENTIRE company
Ironically, one of our previous core values is now the primary pricing lever in our new product and packaging.
Responses
The State of California's abbreviation shares in common the two components of the flywheel that Foundational CX organizations are likely most focused on.
C . A . - Collect and Assess
"RRRRRRR ... me feedback is not so great! Now what?"
RESPOND. Act on feedback faster and drive targeted improvements
The key indicator of success at the Advanced Level is accountability to what?
Service Standards
Name three AskNicely features that an Optimized CX organization should/would be utilizing?
Team Scoreboards, Mobile App, Coaching, Playbooks, Report Cards, Goals, etc.
As CS Members, what is the number one way path to expansion (NRR) on the new pricing (happens to be our number one churn-save lever too)
increase response rates
Name three AskNicely features that a customer would utilize to succeed with the foundational objectives of CX?
Survey Builder, CSV Importer, CRM Integration, etc.
A key success metric for the Systematic organization is also inversely one of the key indicators of churn
Response rate.
A.I. don't think I can read all of these survey responses by myself. What features or strategies could I could use to find more actionable insights?
AI Summaries! AI Themes! More pointed survey topic and service standard questions
How should feedback be used for strategic decision-making at this level?
To drive long-term employee engagement and substantial business growth.
Which previously core pricing lever is notably missing from the updated pricing and packaging.
Locations.
A.I. know you! This new feature will improve the the amount of data collection obtained from a single survey response.
Name three AskNicely features that a Systematic Organization might/should be utilizing.
Workflows, Internal Messaging (Teams or Slack), Case Management
How Advanced CX organizations leverage their feedback for growth?
Convert feedback into Reviews, Referrals, and Marketing assets
This video displays what CS play for helping a customer take the beginning steps of Transformation
https://drive.google.com/drive/u/1/folders/1BcsY-ggjyDHO78q1bo5RvNtuMgvJOmk9
Rewards & Recognition Program
What is a more creative name for these packages?
FREE PLAY / DAILY DOUBLE!
The estimated ROI for organizations that only focus on the Foundational elements of CX?
Limited to None. "Thermometer doesn't change the weather" - Wise CX Director
What type of NPS % improvement can Systematic Organizations expect to experience?
~10% (fun fact - 1pt NPS increase is about .14% revenue growth)
While assertive transformation might not being happening yet with an Advancing CX organization, what are some passive transformational AskNicely features that require little to no change management.
AskNicely TV, Shoutouts, Workflow Alerts, Slack or Teams integrations, etc.
Name two customers who you believe have achieved (or close) the Optimized and Transformed CX Organization maturity level?
Moxie Pest Control, NZ Homeloans, (other nominees?)
Our sales and marketing strategy is to meet good-fit customers wherever they are on the maturity model and ensure we have a price/package right for them.
What metric can we largely depend on to determine "good-fit"?
Account fit score