C.O.R.E.
C.O.R.E. is the process we use to ensure we are consistent and reliable in serving our customer. C.O.R.E. provides a blueprint for how we provide an exceptional and holistic customer experience.
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How you prepare determines how you will lead and serve.
CUSTOMER EXPERIENCE (CX)
CUSTOMER EXPERIENCE (CX)
Customer Experience (CX) is an organization's ongoing effort to know and live the organization's mission as well as to know, educate, and serve the organization's customers.
CX INSIGHT DEFINED
CX Insight requires empathy and creativity. CX Insight provides the organization with a clear picture of the customer.
CX INSIGHT ELEMENTS
Needs: The customer's internal needs. The customer may not know how to verbalize their needs.
Wants: The customer's wants have usually been communicated or identified (Hear - Listen - Know).
Attitudes: How the customer feels. The customer's attitudes is the customer's pulse.
Perceptions: How the customer thinks. The customer's perception is their reality.
CX APPROACH DEFINED
CX Approach is how we will serve the desired customer (DC). CX Approach identifies the desired customer outcomes (DCO) and utilizes them to keep the organization focused on serving the desired customer.
CX APPROACH ELEMENTS
Think: How we want the desired customer to think before, during, and after our service.
Feel: How we want the desired customer to feel before, during, and after our service.
Respond: How we want the desired customer to respond before, during, and after our service.
THE STORY
The desired customer (DC) is the main character in the story, and we are there to guide them. The story must be intentionally designed for the desired customer (DC). The story shows how we plan to serve the desired customer (DC).
THE STORY ELEMENTS
Whiteboard: The process of generating and organizing information, ideas, and suggestions. This begins with the team member and then moves to the team.
Ideation: Blue sky discussion of ideas that are customer focused and driven by empathy. Ideation must provide decisive action, adaptability, reliability, and engagement (DARE to serve the desired customer).
- 4D's of Ideation: Dream, Discuss, Decide, Do (Keep these in order)
Plan: The plan is the written and shareable story. The goal of the plan is to create value amplification for the organization and the customer.
OPERATIONS
OPERATIONS
Operations identifies and outlines what must be done to have a mission driven and customer focused event/service/program.
OPERATIONS DEFINED
Operations is the builder of the determined customer experience. Operations keeps the organization in the story.
Operations provides the foundations and the resources required for the organization to implement recovery theory.
OPERATIONS ELEMENTS
- To Do List
- Service Request (Setup, Implementation, Tear down)
- Space Reservations
- Schedules and Run Sheets
- Diagrams
- Communication
- Marketing and Promotion
RECORD KEEPING
RECORD KEEPING
Record keeping paves the road for consistent and reliable behavior. Record keeping is the current picture and final portrait. Record keeping is a way to demonstrate integrity. Record keeping is the organization's GPS and provides the foundation and resources required to implement recovery theory.
RECORD KEEPING DEFINED
Record keeping is the organization's GPS and provides the foundation and resources required to implement recovery theory.
RECORD KEEPING ELEMENTS
Basecamp: Basecamp provides the support, accountability, and consistency.
Financial Tracking: Financial Tracking ensures stewardship, accountability, and transparency.
Structure: Structure protects the individual, respects others, and builds a strong organizational culture (Google Team Drive).
EVALUATION
EVALUATION
Evaluation = Integrity
EVALUATION DEFINED
Evaluation provides clarity for the past, present, and future. Authentic evaluation is a key for continuous improvement. Evaluation leaves a trail for others to follow.
EVALUATION ELEMENTS
Touchpoint Analysis: Touchpoints are any direct or indirect interaction with the customer. Touchpoint Analysis evaluates how the organization executed each touchpoint.
SWOT Analysis: The SWOT Analysis identifies the internal strengths and weakness and the external opportunities and threats.
Financial Report: The Financial Report identifies the fiscal resources that were used and identifies the benefit they provided.
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