Operations
Where strategic observations and recommendations meet hands-on process and program design. Whether you need to define your customer journey, segment your service models, or incorporate scaled workflows and communications into your CX programs, you’ll have the reassurance of “been-there, done-that” experience and proven playbooks.
As the saying goes, ideas are cheap but execution is everything. Specific, well thought-through processes are the foundation that enables your team to do their jobs efficiently, delightfully, and well.
My philosophy is that your CX operating systems should be comprehensive enough to make you more efficient and effective, but flexible enough to adapt both to change and to unique circumstances with your customers.
What I’ll Deliver
Your operational needs will be specific to your company’s sales and service models as well as your growth stage and current objectives. Most often these deliverables take the form of documents, reports, training, and systems configuration as well as the change management work of launching new processes or programs.
Common areas of need are:
Measurement models (revenue, forecasting, leading indicators, productivity)
Customer contracts, billing, and other commercial operations
Customer journey documentation & definition
Customer segmentation & service models
Digital customer experiences
Customer marketing
VoC (voice of customer) program
Onboarding, Support, and other lifecycle playbooks
Tech stack evaluation and recommendations
Customer Education
Internal documentation & education
Budgeting
How we’ll work together
After completing a diagnostic exercise, I’ll have the proper context to develop specific plans and programs for your teams. Most likely I’ll need to learn more specifics about current processes and team needs. To that end, I’ll conduct additional interviews and questionnaires as well as access your existing documentation and data.
After creating a new process or program in partnership with your team, my preference is to soft launch a v1 with a test group (of customers and/or team members) before rolling out changes more broadly. This allows us to iterate quickly on any necessary changes or accommodations.