Strategic Guidance


Realign your goals and sharpen your customer focus with our Steps to Excellence.

Here is our approach to ‘power walking’ your organisation into the future, we call it our Steps to Excellence. Your team will learn the six most powerful and important steps in the never ending pursuit of excellence in the customer experience. Our unique strategic model, the Customer Experience Cube (CEX Cube), demonstrates how achieving organisational alignment is similar to the challenge of a Rubik’s Cube. Just like the famous puzzle all the right pieces of your organisation must be aligned to achieve the perfect result. It means working on every facet of the business as each one is in someway connected to the customer and their experience. By altering one ‘corner’ of your organisation, you must understand the impact it has on the customer’s experience and how the facets inter-relate.

Through our strategic guidance and especially tailored solutions we can help you implement the 6 facets of our Customer Experience Cube within your organisation. These facets are:

1. SIZING UP This is all the activity around understanding the internal or external customer and their experience, their needs and expectations.
2. PLATFORM This face relates to all the tangibles including product, premises, pricing etc
3. STRUCTURE Structure covers the systems and processes you run.
4. STYLE The culture, empowerment, leadership style and so on.
5. EMOTION The emotional connectivity between your leaders, employees, customers, brand or organisation.
6. EXPERIENCE Developing a continuous experience with your customers beyond their immediate transaction. Maintaining future connections.

 

How to Solve The Organisational Puzzle

In a Rubik’s cubists’ world, a memorised sequence of steps that has a desired effect on the cube is called an algorithm. This terminology is derived from the mathematical use of algorithm, meaning a list of well-defined instructions for performing a task from a given initial state, through well-defined successive states, to a desired end-state. Each method of solving the Rubik’s Cube employs its own set of algorithms, together with descriptions of what the effect of the algorithm is, and when it can be used to bring the cube closer to being solved.

Most algorithms are designed to transform only a small part of the cube without scrambling other parts that have already been solved, so that they can be applied repeatedly to different parts of the cube until the whole is solved. For example, there are well-known algorithms for cycling three corners without changing the rest of the puzzle, or flipping the orientation of a pair of edges while leaving the others intact.

We believe the same principles can be applied to an organisation. There may not be an algorithm in the real sense but there are steps (Steps of Excellence) that need to be followed in order to reach a desired end-state. Take our Customer Experience Assessment and understand the opportunities for development in your own organisation and identify your Steps to Excellence.

 

1. SIZING UP This is all the activity around understanding the internal or external customer and their experience, their needs and expectations.
2. PLATFORM Relating to all the tangibles including product, premises, pricing etc
3. STRUCTURE Covering the systems and processes you run.
4. STYLE The culture, empowerment, leadership style etc
5. EMOTION The emotional connectivity between your leaders, employees, customers, brand or organisation.
6. EXPERIENCE Developing a continuous experience with your customers beyond their immediate transaction. Maintaining a connection into the future.
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