E3 Marketing Group

Your Competitive Advantage with One Customer Experience- OneCXTM

Why CUSTOMER EXPERIENCE is key to your success

E3MarketingGroup.com | 401 North 3rd Street, Suite 650 | Minneapolis, MN 55401© 2015 E3 Marketing Group, LLC. All Rights Reserved.

Buyer behavior has changed dramatically. Information is power and thanks to the internet your

customers have all of the power. In today’s information age

your customers can build or destroy the value of your brand.

Whether you're an B2B or B2C, manufacturer or a global

consumer brand, ultimately your brand success is built upon

building better customer relationships.

Recent research by Gartner found that by 2017, 50% of

consumer product investments will be redirected to customer

experience innovations. That’s because creating positive

customer experiences requires customer-centered

approaches to how you conduct business.

To win in the age of the empowered customer your strategy and operations need to be based upon an intimate knowledge of your customers and their experiences. Your customers have to be at the center of everything you do.

“Knowing your customers, what they want,

and how to connect with them in positive ways

is what will drive your competitive advantage.”

We create “One Customer Experience”- OneCXTM

Enable customer-centricity

1. Know your Customers

2. Understand your Environment

Engage your employees

3. Create a CX Roadmap to guide efforts

Execute your insights

4. Build your Operational Infrastructure

5. Optimize ROI on your CX Program

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VoC

We create “One Customer Experience”- OneCXTM

1. Know your Customers and how to engage them in meaningful

ways. Insights from research and analysis should drive your strategy

and operations for products, marketing, sales and customer care.

2. Understand your Environment by conducting a full customer

experience audit for customer-facing and internal roles. Positioning,

customer segments, UVP’s, KPI’s need to be understood by all.

3. Create a CX Roadmap to guide your organization from their

initial efforts to a differentiated CX with a sustained ROI.

4. Build your Operational Infrastructure for CX delivery with

defined KPI’s for transformational and change-management plans

for people, processes, and technologies.

5. Optimize ROI on your CX Program by tracking, monitoring,

and integrating your VoC throughout the organization with CX

teams and leaders.

1. A top-down commitment to culture change for developing a customer-centric

organization with the flexibility needed to win, serve, and retain customers.

- Eliminate legacy practices which don’t support goals

- Tear down silo’s for a frictionless experience

- Empower employee’s to own every customer moment

- Executive driven strategy with budget and human resource support

2. Vison, strategies & objectives must be clearly defined, documented and

aligned to business goals. However, they mean nothing if they are not…

- Effectively communicated to all departments

- Measured against identified business outcomes or established metrics

3. A high level of stakeholder collaboration is needed to empower employees

to embrace change and help implement new processes and policies.

4. A strong, proactive change management plan is needed to implement

organization-wide changes for integrating people, processes and technology.

5. Establish transformation leaders & teams to lead by example rather than

dictate, ask questions rather than make decisions, and help clear paths for the unknown.

Key Enablers for OneCXTM Transformation-

© 2015 E3 Marketing Group, LLC. All Rights Reserved.

1. Know your Customers: a transparency of customer understanding throughout

the organization which drives and shapes your business approach in every area.

2. Understand your Environment: the removal of barriers that confuse, inhibit,

discourage, or de-motivate your customers. Increase your ability to create a more

engaging, efficient, pleasing, personable or memorable environment within which to

interact.

3. Create a CX Roadmap: the creation of an initial blueprint for “what does good

look like” for every area…from your product or service offering, to sales & marketing,

to operations and customer care.

4. Build your Infrastructure: an operational analysis and comprehensive

evaluation with identified improvements for people, process, policies, technology

and systems that facilitate, track, and measure customer interaction and

transactions. The goals of changes should be streamlining operations, decreasing

time to market, removing barriers to customer satisfaction, lowering costs, improving

the overall experience, etc.

5. Optimize ROI on your CX Program: Analyzing the interaction between your

customers and your brand, from a human-technology, human-to-human, and human-

to-environment perspective. The goal is refining and optimizing your customer

interactions within any channel to produce desired and pleasing outcomes.

Expected Outcomes for each stage of OneCXTM

Expected Business Results for OneCXTM

© 2015 E3 Marketing Group, LLC. All Rights Reserved.

Summary of E3 Capabilities and Services

E3MarketingGroup.com | 401 North 3rd Street, Suite 650 | Minneapolis, MN 55401© 2015 E3 Marketing Group, LLC. All Rights Reserved.

How can we help?

Call us for a free Consultation.