#1 Set up your Customer Life Cycle
Gain an overview of all the moments you are in contact with your customers. In these workshops together we create your Customer Life Cycle; the starting point for building your CX.
What is a Customer Life Cycle (CLC)?
It is a visualization of the customer journey on the highest possible level. That means it contains a maximum of seven phases (meeting your company, becoming a customer, being a customer, leaving your company, and a couple that are more specific for your organisation). And it contains the steps that customers take during these phases. In the shape of the infinity symbol (you want your customers to be a customer for the infinity of time after all), you have a marketing/sale circle and a service/use/evaluate circle. That differentiation will help in the next steps of your CX management.
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What is the need for a Customer Life Cycle?
It is the base for all conversations about customer experience in your organisation. Knowing what journey a customers goes through will provide the baseline for every following CX workshop. With the CLC you can visualise about what steps you already receive customer feedback and what are the black spots in your understanding, by collecting qualitative and quantitative data on customer needs, wants and feedback.
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What is the result of this workshop(s)?
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You will visualise and digitise the complete journey blueprint of the Customer Life Cycle in TheyDo.
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Your CLC will be customer validated (so it will contain the outside-in perspective where CX is all about) and aligned with internal stakeholders.
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You’ll have a pragmatic plan for the next year to make sure the CLC will become an operational, tactical and strategical tool to work with.
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Besides this you will meet other marketing and customers service professionals in SME's, have a CX workshop workbook.
