Solutions
CEM Methodology
Our proven process is the blueprint for the design, implementation and delivery of exceptional experiences.
LRA's Customer Experience Management methodology consists of a proven series of steps that help our clients assess the "current state" of the customer experience, and design, implement and measure the desired "future state" based on what matters most to the customer.
The result—an entire organization completely aligned around a clearly-articulated, shared vision of the optimal customer experience, where "random" experiences give way to real-life exceptional experiences. Every touch. Every time.
Our clients are seizing on customer experience as a means to differentiate themselves from the competition and drive profitability and growth, and they aren’t leaving that customer experience to chance.
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Interested in learning more about LRA's Customer Experience Management solutions?
Experience
Assessment
Assess the current customer experience
Conduct...
- Baseline Customer Experience Research
- Baseline Employee Engagement Research
- Key Driver and Gap Analysis
- Internal and External Marketing and Branding Review
- Experience Immersion
- Site Visits
- Standards Compilation and Review
- Training Compilation and Review
- Touch Point Identification and Mapping
- Qualitative Customer Research : Focus Groups, Interviews, Ethnography
Experience
Design
Design and document the optimal customer experience
Create...
- Enterprise-wide Customer Experience Task Force
- Facilitated Task Force Meetings
- Universal Standards, including Missions, Vision and Values
- Tactical/Functional Standards
- Best Practices Documentation
- Touch Point "Experience" Redesign
- Innovation Workshops
Experience
Implementation
Develop and apply tools & activities to effect organizational change
Develop...
- The "CEM" Business Case
- Internal Communication Plans
- Integration Plan with External Communications/Marketing
- Instructional Design Framework
- Training, Learning and Teaching Content
- Leadership Development Training
- "Enculturation" Activities
- Skill Development Tools
- Employee Orientation Programs
- Recruiting and Hiring Profiles
Experience
Measurement
Rigorously measure performance and link to rewards and recognition
Design & Implement...
- Customer Experience Tracking Research
- Ongoing Employee Engagement Research
- Quality Assurance Auditing
- Mystery Shopping Programs
- Training Reinforcement Tools and Modules
- Ongoing Customer Experience Coaching
- Reward and Recognition Programs
- Compensation Scorecards Linked to CEM Metrics
- Standards Review and Modification
What is CEM?
Value every touch, every time - our point of view on customer experience
Our Point of View
