modern cx transformation

5 Critical Steps to Planning Your CX Transformation for B2B businesses

Are You Planning a CX Transformation?

Planning your CX transformation for your brand? It’s important to have a good customer experience because it can make customers more likely to return, recommend the company to others, and be more forgiving if there is a problem.

The customer experience is upfront for the board of directors and senior management teams globally. Remember TQM? It’s a resurgence of the 1980s.

HubSpot states that they have put the ‘C’ back into CRM. Customer focus. Matrix has always had the philosophy, from selling ERP platforms to front office designs.

But how can a CEO improve the CX of the brand?

There are five critical steps before transforming the customer experience.

What is CX?

The three pillars of customer experience (CX) transformation are the customer’s overall experience with a company with the goal of improvement. It includes everything from the first time they hear about the company to the last interaction with them. It’s important to have a good CX because it can make customers more likely to return, recommend the company to others, and be more forgiving if there is a problem.

There are five steps to take before transforming the customer experience.

The first step is to ensure that you have the right people on the team and in the right positions. This will help ensure that each team member has the necessary knowledge, skills, and abilities.

The second step is to create a strategy with goals and objectives that are measurable and achievable so your teams know what’s expected of them.

The third step is to align your brand to your customers’ needs. Build a culture of continuous improvement, and everyone is in alignment.

The fourth step is to create an experience map. This will help you understand the customer’s journey and identify any pain points.

The fifth and final step is implementing your strategy and measuring the results.

What is CX transformation?

customer experience transformation

CX transformation is the process of making changes to the customer experience. This can include anything from changing the way customers are communicated to improving the customer’s journey.

It’s important to have a good CX because it can make customers more likely to return, recommend the company to others, and be more forgiving if there is a problem.

Who is responsible for CX transformation?

The person responsible for CX transformation is the person who oversees the customer experience. This can be a member of the executive team or another senior leader.

They are responsible for ensuring that the customer’s experience is the best and that the transformation is carried out successfully.

Why is CX transformation important?

Why CX transformation important

The customer experience (CX) is the customer’s overall experience with a company. It includes everything from the first time they hear about the company to the last interaction with them.

It’s important to have a good CX because it can make customers more likely to return, recommend the company to others, and be more forgiving if there is a problem.

There are several reasons why CX transformation is important.

  1. It will help improve customer loyalty. When customers have a good experience, they’re more likely to return and recommend the company to others.
  2. It will help reduce customer churn. Churn is when customers leave a company, which can be costly for businesses.
  3. It will improve brand perception. When customers have a good experience, they’re more likely to view the company positively.
  4. It will help improve business outcomes. When customers have a good experience, they’re more likely to buy more products or services from the company.

Creating a successful CX transformation is important for any company looking to improve the customer experience.

Here is a list of the Top 10 Industries Using Digital Marketing To Grow

digital services change management
  1. Health
  2. Business Services
  3. Technology and Software
  4. Fitness and Nutrition
  5. Food Industry
  6. Manufacturing
  7. Education

These five steps will help you create a successful CX transformation and improve the customer experience.

The five essential steps to plan your cx transformation

If you’re looking to improve your company’s CX, follow these five steps:

  1. Assess your current state (gap analysis)
  2. Create a strategy with achievable goals
  3. Align your brand with your customers’ needs
  4. Create an experience map
  5. Implement your strategy and measure the results

When it comes to customer experience (CX), transformation is key. By following these five critical steps, you can ensure that your transformation meets your customers’ needs successfully.

Keep in mind that CX and digital transformation go hand in hand.

Let’s dive into the why and how to lead a CX transformation.

How do I assess your current state in sales?

When it comes to CX transformation, it’s important to assess your current state to understand where you need to make changes. This includes understanding your sales process and how it affects the customer experience.

There are several ways to assess your current state in sales.

One way is to look at your customer feedback. This can include surveys, interviews, and social media data.

Another way is to look at your sales data. This can include data on products or services that are selling well and data on customer engagement and loyalty.

Finally, you can also look at your employee feedback. This can include surveys or interviews with employees about their experience working with customers.

This data can help you understand where your company needs to make changes and improve the customer experience.

Creating a strategy with measurable goals is one of the most important steps in CX transformation.

Your goals should be aligned with your brand and your customers’ needs. They should also be achievable so your team knows what’s expected of them.

There are several ways to create measurable goals for CX transformation.

One way is to use KPIs (key performance indicators). These are metrics that you can track to measure progress towards your goal.

Another way is to use OKRs (objectives and key results). This is a framework used by businesses to set measurable goals.

No matter which method you choose

Align your brand with your customers’ needs

When it comes to customer experience (CX) transformation, it’s important to align your brand with your customers’ needs. This means understanding what your customers want and need and building your brand around that.

There are several ways to do this.

One way is to create a customer persona. This is a fictional customer that represents your ideal customer. By understanding what this customer wants and needs, you can build your brand around that.

Another way is to use customer feedback. This includes surveys, interviews, and social media data. By understanding what customers are saying about your brand, you can make changes to meet their needs.

Finally, you can also use research to understand what customers want. This can include studies on customer trends or what customers are looking for in a product or service.

Creating an experience map is another important step in CX transformation.

journey maps ai personas 2022

An experience map shows the journey a customer takes from when they first learn about your company to when they become a loyal customer.

How do I create an experience map?

The fourth step is to create an experience map or customer journey map. This will help you understand the customer’s journey and identify any pain points.

An experience map is a visual representation of the customer’s journey. It can help you understand the customer’s experience and identify any pain points.

To create an experience map, you’ll need to gather data from all customer interaction channels. This includes phone, email, chat, social media, and in-person channels. Once you have all the data, you can map out the customer’s journey. Be sure to include all touchpoints and interactions.

You should also include what emotions the customer experiences at each point. This will help you understand which emotions are causing pain points.

It includes all the touchpoints a customer has with your company, both online and offline.

By understanding this journey, you can identify areas where you need to make changes to improve the customer experience.

Who do you need on your CX transformation team?

To create a successful CX transformation, you need the right people on your team. This includes people with the knowledge, skills, and abilities to carry out the transformation. Matrix helps make change fun and data drive to supercharge your front office.

It would be best to have people who understand the customer and their needs.

Finally, you need people aligned with your brand and culture of continuous improvement.

How do I create a CX transformation strategy with goals and objectives that are measurable and achievable?

  1. To create a strategy with goals and objectives that are measurable and achievable. This will help your teams know what’s expected of them and help you measure the results.
  2. Your goals and objectives should be specific, measurable, achievable, relevant, and time-bound (SMART).
  3. Make sure that your goals are realistic and achievable in your set timeframe.
  4. The best way to achieve success is to align a strategy with your brand and customers’ needs. To reach 1:1 communication, you need to be sure you get this right.

Implement your strategy and measure the results

Customer experience is what the customer feels and thinks about your company.

A good customer experience will boost loyalty and reduce churn, which is costly for businesses. A bad customer experience can result in customers leaving or purchasing fewer products or services from a company.

The 5 steps that are critical to successful CX transformation are as follows:

  1. Make sure you have the right people on board,
  2. Create a strategy with measurable goals and objectives,
  3. Align your brand with your customers’ needs,
  4. Create an experience map,
  5. Implement your strategy and measure the results. 

Once you have created your strategy and objectives, it’s important to implement them and measure the results.

Implementing your strategy can be difficult, but it’s important to be patient and see the long-term results.

Measuring the results of your strategy can help you understand what’s working and what needs to be changed.

Example of CX transformation

Matrix Marketing Group help sales consulting

An example of CX transformation may be hard to find if you don’t know the current state.

In 2002, Matrix Marketing Group was formed as a marketing and PR agency, and the firm took off in Colorado. We wrapped our services around roving.com now Constant Contact. One of the first email systems worth using.

In 2006, we changed into a digital marketing agency focused on the small business market. It was great because we understand storytelling and technology. The perfect wave for the rise of content marketing, and we were ahead of our times.

We had to do some selling to CEO about content development, SEO, Google, shifts in customer channels, UX/UI, performance websites, and I could go on. You know convincing a market is hard and take time.

HubSpot entered the market with a great philosophy called inbound. Call it what you want. We were already doing inbound. It’s just part of the bigger marketing plans. It’s baked in.

We joined in on the HubSpot bandwagon with one caveat. We embraced the inbound strategy heck. We were already doing it. However, we would not because of an inbound marketing agency model.

Why not become an inbound marketing agency?

improve marketing results

The HubSpot inbound agencies do not play in our sandbox. We hand off a proven sales system and marketing automation to them. We play in the middle market, and 90% do not. Furthermore, the inbound marketing hiring strategy does not fit our business model.

Inbound marketing agencies hire college interns and young professionals. The model doesn’t work because we only have high-level constants and professional services.

In 2021, Matrix Marketing Group pivoted to focus on the middle market companies that need a high-performance front office solution. An integrated sales, marketing, and customer support platform.

Change is hard. We make it easy!

Matrix Marketing Group helps medium enterprises change management, digital transformation, and sales acceleration.

Matrix specializes in unlocking value across the customer value chain for middle-market businesses. 

Matrix Marketing Group is a professional services company with services in strategy, digital, talent, and technology capabilities. 

We solve our clients’ toughest challenges by providing award-winning global professional services paired with the world-class HubSpot platform in strategy, human capital, and processes for the front office.

We bring together professional expertise paired with HubSpot technology to help you reach your goals with an agile methodology that makes change fun.

Conclusion

change management or fail

The five steps for successful CX transformation are making sure you have the right people on board, creating a strategy with measurable goals and objectives, aligning your brand with your customers’ needs, creating an experience map, and implementing your strategy while measuring results.

Having the right team who understands the customer and their needs is essential to carrying out a successful CX transformation.

Measurable goals and objectives will help keep everyone aligned and focused on improving the customer experience.

An experience map is a helpful tool for understanding the customer’s journey and identifying any pain points. Implementing a strategy while measuring results allows you to track progress and make necessary changes.

Implementing your strategy and measuring the results is the final step in CX transformation.

Once you have a plan in place, it’s important to track how well it’s working. This includes tracking progress towards your goals and measuring customer satisfaction.

If you do not see the results you want, it’s important to be flexible and change your strategy.

There are five critical steps to take before transforming the customer experience. Ensure that you have the right people on the team and in the right positions, which will help ensure that each team member has the knowledge, skills, and abilities needed.

Ensure that you have the right technology to support your CX transformation. And finally, fifth, measure the success of your transformation and continue to improve the customer experience.

How Matrix Marketing Group can help with your CX transformation.

Matrix Marketing Group can help your CX transformation by providing the right team and technology to support your efforts.

We have years of experience creating successful customer experiences and can help you align your brand with your customers’ needs. We also have the latest technology to help you track and measure the success of your transformation.

General FAQs

What is the difference between UX and CX?

UX stands for User Experience, while CX stands for Customer Experience. The difference between the two is that UX is focused on the individual customer’s experience, while CX is focused on the customer’s overall experience.

What is the goal of CX?

The goal of CX is to create a positive experience for the customer that meets or exceeds their expectations. This includes providing a consistent and positive experience across all channels.

What are some of the benefits of CX?

There are a few things you should consider before starting a CX transformation. First, you need to understand your customer and their needs. Second, you need to have a clear strategy with measurable goals and objectives. Third, you need to align your brand with your customers’ needs. Fourth, you need the right technology to support your transformation. And finally, fifth, you need to measure the success of your transformation.

Who can help with CX transformation?

Matrix Marketing Group helps medium enterprises change management, digital transformation, and sales acceleration. Matrix specializes in unlocking value across the customer value chain for middle-market businesses. Matrix Marketing Group is a professional services company with services in strategy, digital, talent, and technology capabilities.

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