Customer Experience Transformation

The 3 Key Drivers of a Successful Customer Experience Transformation in 2022

3 key drivers of a successful customer experience transformation

Leverage the 3 key pillars of a successful customer experience transformation and get your customer back.

When it comes to customer experience transformations, there are three main building blocks that you need to focus on to be successful in the midmarket.

The first is understanding the customer, the second is having a clear vision and strategy, and the third is making sure that all aspects of the company are aligned to support the transformation. Failing to focus on these key areas can doom your transformation efforts.

You’re not sure where to start when creating a customer experience transformation. You know that you need to focus on the customer, but you’re unsure how or what else you need to do.

Now you better understand the three key areas you need to focus on to succeed. Let’s take a look at each one in more detail.

Today’s customer experience craze is no different from when it was the mantra of corporate America in the 1980s. For those of us that implemented TQM and 6-Sigma, get it.

I implemented TQM for a medical device manafuacring firm and a major rollout at Sun Microsystems. So nothing new except change is happening faster, the customer has access to more information to make a decision; thus, 60% of a middle-market business sales are gone. They have little control until today.

Do you want to be brought into the dance earlier to control the sales cycle better?

Let’s take a closer look at each of these building blocks.

The three pillars are to create a better customer experience.

Customer Experience Transformation 2022 beyond hubspot

Understand the customer

The first is understanding the customer. This means gaining an in-depth understanding of their needs, wants, and pain points. You need to understand what drives them, what motivates them and make decisions. You also understand their recent experience with your company and how they feel about it.

This can be a daunting task, but there are a few things you can do to make it easier.

Survey your customers regularly and ask them open-ended questions about their experience. Use customer feedback to compile customer personas, which are profiles of your average customer. You can also use customer journey maps to track their experience from start to finish.

Having a clear vision and strategy

The second building block has a clear vision and strategy. This means having a clear idea of what you want your customer experience to look like and how you plan to get there. It also means having a strategy for implementing your vision and ensuring that all aspects of the company are aligned.

Many companies struggle with this, but there are a few things you can do to make it easier. First, develop a customer experience vision statement. This short statement describes your ideal customer experience in broad terms. Next, develop a customer experience strategy.

This is a more detailed plan that outlines how you will achieve your vision. Finally, make sure that all of your departments are aligned with your vision and strategy.

A clear vision and strategy are important for two reasons.

  • They provide focus and direction for the transformation effort. You need to know where you’re going to get there.
  • A clear vision and strategy help ensure that all aspects of the company are aligned and support the transformation. This is critical as you don’t want conflicting messages from different company parts.

Enable the transformation of the front office business model

Enable transformation front office business mode

Many companies struggle with transforming their front office business model. This is the company’s part that interacts with customers face-to-face or over the phone. The front office is responsible for sales, customer service, and marketing.

Transforming this part of the company can be difficult because it’s often tied to its revenue and profit. It can also be difficult to change the way employees interact with customers.

There are a few things you can do to make the transformation easier.

  1. First, develop a clear vision and strategy for the transformation. This will provide focus and direction for the effort.
  2. Second, make sure that all of your departments are aligned with your vision and strategy. This will ensure no conflict between different parts of the company.
  3. Third, use a phased approach to implementing your vision. This will allow you to test and adapt your strategy as you go.
  4. Fourth, make sure you have the right resources to support the transformation. This includes people, processes, and technology.

People are critical for change, the process is needed to support the new way of working, and technology can help automate and improve the customer experience.

Make sure that all aspects of the company are aligned to support the transformation.

The third building block ensures that all company parts are aligned to support the transformation.

This means ensuring that everyone from the CEO down is on board with the vision and strategy, that all departments are working together, and that the company is using the right resources to support the transformation.

Many companies struggle with this, but there are a few things you can do to make it easier.

  1. Develop a communication plan. This will ensure that everyone knows the vision and strategy and their role in supporting the transformation.
  2. Second, develop a training plan. This will ensure that employees are trained in the new way of working.
  3. Third, make sure that all departments are aligned with your vision and strategy. This will ensure no conflict between different parts of the company.
  4. Fourth, use a phased approach to implementing your vision. This will allow you to test and adapt your strategy as you go.
  5. Fifth, make sure you have the right resources to support the transformation. This includes people, processes, and technology.

People are critical for change, the process is needed to support the new way of working, and technology can help automate and improve the customer experience.

Developing a successful customer experience transformation requires focusing on three key areas: understanding the customer, having a clear vision and strategy, and ensuring that all aspects of the company are aligned to support the transformation. Failing to focus on these key areas can doom your transformation efforts.

However, you can test and adapt your strategy using a phased approach. And by making sure that you have the right resources in place, you can maximize your chances of success.

Customer-centric mindsets

Customer-centric mindsets are important because they help you focus on the customer and their experience.

By putting the customer at the center of your thoughts and actions, you can create a customer-centric culture within your company. This culture will help you deliver a better experience to your customers.

Additionally, customer-centric mindsets can help you:

  1. Understand the customer: One of the key benefits of having a customer-centric mindset is that it helps you understand the customer. By understanding who the customer is, what their needs and wants are, and what drives them, you can create a customer experience that meets their needs. This cannot be easy if you don’t have a customer-centric mindset.
  2. Focus on the customer’s experience: Another benefit of having a customer-centric mindset is focusing on the customer’s experience. This means that you think about the experience from the customer’s point of view and work to make sure that it is positive.

Integrated technology stack

Integrated technology stack

An integrated technology stack is important because it allows you to use the right technology to support your customer experience transformation. Using a single, integrated technology stack can improve communication between different company parts and ensure that everyone is working towards the same goal.

I remember selling ERP platforms, and we sold them as the center of all operations, the heart. Since then, I have seen a push to move the ‘C’ back into technology, the CRM platform. We struggled with the HubSpot solution until now.

We work in the customer space for 12 industries and never had an all-in-one platform for the front office. We love it, and so do our clients.

Additionally, an integrated technology stack can help you automate and improve the customer experience. Using the right technology can improve customer engagement, reduce customer support costs, and increase sales.

The key to a successful customer experience transformation is understanding the three key drivers: understanding the customer, having a clear vision and strategy, and ensuring that all aspects of the company are aligned to support the transformation.

Failing to focus on these key areas can doom your transformation efforts. However, you can test and adapt your strategy using a phased approach. And by making sure that you have the right resources in place, you can maximize your chances of success.

Agile operating model and governance structure

Agile operating model governance structure

The agile operating model and governance structure are important because it leads to successful customer-experience transformations. The agile operating model provides discipline, a clear plan for success, and the flexibility to adapt quickly to changing environments. It also drives organizational alignment around the strategy that you have created.

Secondly, the governance framework is used to manage strategy. It ensures that everyone in the company understands and is aligned with the vision and strategy. Additionally, it provides a way to measure progress and hold people accountable.

Using an agile operating model and governance structure can increase your customer experience transformation chances of success.

The key to a successful customer experience transformation is understanding the three key drivers: understanding the customer, having a clear vision and strategy, and ensuring that all aspects of the company are aligned to support the transformation.

Failing to focus on these key areas can doom your transformation efforts. However, you can test and adapt your strategy using a phased approach. And by making sure that you have the right resources in place, you can maximize your chances of success.

The agile operating model and governance structure are important because it leads to successful customer-experience transformations. More importantly, it allows little pivots on the end-user level, from middle management to boardrooms.

The agile operating model provides discipline, a clear plan for success, and the flexibility to adapt quickly to changing environments.

It also drives organizational alignment around the strategy.

Performance-management system built on predictive analytics and machine learning

predictive analytics machine learning

A performance-management system built on predictive analytics and machine learning can help you improve the customer experience. By using predictive analytics, you can identify which customers are likely to leave and take action to prevent them from leaving.

Additionally, machine learning can predict how customers will respond to different types of treatment. This allows you to build on predictive analytics and machine learning is important for customer experience transformations.

The key to a successful customer experience transformation is understanding the three key drivers: understanding the customer, having a clear vision and strategy, and ensuring that all aspects of the company are aligned to support the transformation.

Measure results and course-correct as needed

One of the most important aspects of a customer experience transformation is measuring the results. This allows you to track progress and make necessary course corrections. It also helps to ensure that the transformation has the desired effect.

You should track both qualitative and quantitative results. Qualitative results can give you a sense of how customers feel about the transformation. Quantitative results can help you track specific goals, such as increased sales or reduced costs.

You can ensure that your customer experience transformation is successful by measuring the results.

The key to a successful customer experience transformation is understanding the three key drivers: understanding the customer, having a clear vision and strategy, and ensuring that all aspects of the company are aligned to support the transformation.

Failing to focus on these key areas can doom your transformation efforts. However, you can test and adapt your strategy using a phased approach. And by making sure that you have the right resources in place, you can maximize your chances of success.

Create momentum with a ‘lighthouse’ innovation team

 lighthouse innovation team

Creating momentum for a customer experience transformation creates a ‘lighthouse’ innovation team. This team can help to drive the transformation and ensure that it is successful. We call these ‘flighter pilot teams.’

The lighthouse team should be composed of passionate people about the customer experience who are willing to take risks. They should also have the authority to make decisions and the ability to get things done.

The lighthouse team can help create momentum for a customer experience transformation and ensure success. By using a phased approach, you can test and adapt your strategy. And by making sure that you have the right resources in place, you can maximize your chances of success.

The key to a successful customer experience transformation is understanding the three key drivers: understanding the customer, having a clear vision and strategy, and ensuring that all aspects of the company are aligned to support the transformation.

Failing to focus on these key areas can doom your transformation efforts. However, you can test and adapt your strategy using a phased approach.

How to get started

Change is hard. We make it easy!

Matrix Marketing Group is a professional services company with services in strategy, digital, talent, and technology capabilities. Digital transformation in customer experience transformation really is not in the HubSpot partners’ lane. Why?

First, it’s brand new for HubSpot. So as I explained in an interview, called the death of the ‘inbound marketing agency.’ They are now categorized as temporary agencies.

We love them because we often spin up an omnichannel platform in the small markets where they fit and turn it over to HubSpot inbound marketing agencies or a digital marketing agency. Matrix plays in the midmarket, where we add value. Anyone can get inbound folks on Upwork or wherever.

Matrix Marketing Group is a professional services company. We solve our clients’ toughest challenges by providing unmatched services in strategy, digital, technology, and operations for the front office.

Matrix specializes in unlocking value across the customer value chain for high-growth businesses. 

We do this by bringing together professional expertise paired with HubSpot technology to help you reach your goals. New to HubSpot, we help you get started, and we make your HubSpot platform work better.

Matrix Marketing Group and HubSpot are two companies that can help you drive digital transformation.

Matrix Marketing Group is a digital consulting firm that can help you create a digital transformation strategy and execute it. HubSpot is a software company that can help you with marketing, sales, and customer service. The customer experience digital transformation must be handled by a digital consulting firm or professional service firm like Matrix.

Don’t believe me; ask your target agency what their hiring model is. Or research the HubSpot hiring model. They just copied it. It was a great model in 2010. But we are way ahead of inbound marketing. It’s hygiene. Like brushing your teeth.

Are you looking for a digital transformation partner?

Are you looking digital transformation partner

Matrix Marketing Group is a digital consulting firm that can help you create a digital transformation strategy and execute it for your front office.

HubSpot is a front-office software platform that can help you with marketing, sales, and customer service.

Conclusion about successful customer experience transformation

The key to successful customer experience transformation is understanding the three drivers of successful customer-experience transformations.

The first driver understands your customers, the second driver has a clear vision and strategy for the change, and the third is ensuring that all aspects of your company are aligned with this change.

Failing to focus on these areas can doom your success, but there are ways to test and adapt your strategy by using a phased approach.

Having the right resources in place can also maximize your chances of success. With the help of Matrix Marketing Group and HubSpot, you can begin your digital transformation today.

How Matrix Marketing Group can help with successful customer experience transformation

Matrix Marketing Group is a digital consulting firm that can help you create a digital transformation strategy and execute it for your front office. HubSpot is a front-office software platform that can help you with marketing, sales, and customer service.

Matrix Marketing Group can help with the following aspects of a customer experience transformation:

  1. Understanding your customers and journey mapping
  2. Developing a clear vision and strategy for change (process, people, and plans)
  3. Making sure all aspects of the company are aligned with the transformation

With HubSpot and Matrix, you can also:

  1. Increase marketing efficiency and effectiveness
  2. Maximize sales productivity
  3. Improve customer service response times

General FAQs

What are the benefits of digital transformation?

The benefits of digital transformation are increased efficiency, effectiveness, and productivity. In addition, it can help you to understand your customers better, which leads to a better customer experience.

What is the difference between HubSpot and Matrix?

Matrix Marketing Group is a digital consulting firm that helps you create a digital transformation strategy and execute it. HubSpot is a front-office software platform that helps you with marketing, sales, and customer service. Matrix specializes in HubSpot implementations and can help you get started with HubSpot and make your HubSpot platform work better.

What is TQM?

Total Quality Management (TQM) is a management approach that seeks to improve quality and performance at all levels of an organization. TQM focuses on continuous improvement, customer satisfaction, and team involvement.

Can you help me with my digital transformation?

Yes! Matrix Marketing Group can help you with all aspects of your digital transformation. We have experience helping companies with processes, people, and technology changes to support a digital transformation.

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