Customer Experience Mastery Level 1 Visualization CxC Matrix

© 2002. All rights reserved. ClientXClient Inc.Get Customer Worthy@ Amazon.com Copyright 2015 ClientXClient LLC. www.clientxclient.com. 908.350.3012 Share & Enhance & Share

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Test: Can you find the millions of dollars your company is wasting in this picture?

Awareness Purchase Use Support

AdvertisingSearchReferralsSocial

SensorRFIDBluetoothStatic/Silent

PhoneChat3rd PartyIn-Person

POSMobileEcommerceAffiliates

© 2002. All rights reserved. ClientXClient Inc.Get Customer Worthy@ Amazon.com

CxC Matrix Monetizes EachSlot in Customer Experience

Companies already pay for each contact , yet

•80% Unmanaged•90% Underutilized

Huge Dollars Wasted

Customers Frustrated

$$$ Profit Unrealized

*From Customer Worthy (book)


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Visualize

Prioritize

Analyze

Monetize

Optimize

$0.12 $0.12

$0.12

$0.12 $0.12

$0.12

$0.12

$0.12

$0.12

IF? $0.12

2xa

NOT ELSE

$9.12

If ?

?

THEN

NOT NOT

HERE

NOT MORE

HERE

HERE

KEEP

NOT

$ +$$$

$0.12

$$$ $$$

$$$

-$$

$0.12

-$$Value

Difficulty

Customer Experience Mastery, Level 1

Visualize & Digitize

Level 1

Level 2

Level 3

Level 4

Level 5Use:#Educators#Consultants#Marketing#CRM#IT#Training#Agencies#Service Bureaus#Strategic Planning#Innovation#external, Internal


CxC Matrix Digitizes The Entire Customer Experience

Copyright 2015 ClientXClient LLC. www.clientxclient.com. 908.350.3012 Share & Enhance & Share

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Digitizing or digitization[1] is the representation of an object, image, sound, document or a signal (usually an analog signal) by a discrete set of its points or samples. The result is called digital representation or, more specifically, a digital image, for the object, and digital form, for the signal. Strictly speaking, digitizing means simply capturing an analog signal in digital form.

McQuail identifies the process of digitization has immense significance to the computing ideals[which?] as it "allows information of all kinds in all formats to be carried with the same efficiency and also intermingled". (2000:28)[2]

http://en.wikipedia.org/wiki/Digitizing


Each Slot in Each Customer Contact Contains Opportunity


CxC Matrix Monetizes EachSlot in Customer Experience

Monetize and Manage Every Customer Experience Slot Like This

*From Customer Worthy (book)


Customer Experience Contact Inventory for CxC Matrix

Inventory: Required Skill Level: LowBusiness Value: Very High Use: Training, Strategy, Planning: Marketing, Advertising, Sales, CRM; IT Integration, Big Data Mapping; Finance: Profitability; Activity Based Costing, LTV, Acquisition Cost Per Customer

Slots

Interactions orContainers


Customer Experience Contacts Mapped to Customer Experience in

CxC Matrix


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CV-1(next shipment)

CxC Matrix Digitizes The EntireCustomer Experience

Step 1. Visualize


What is the CxC Matrix?


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A Customer Strategy Tool used to Visualize, Monetize, Analyze and Optimize our customer’s experience.


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VISUALIZE for People

Customer Interaction + Interaction + Inaction = Customer Experience

People Understand This

Machines Understand This

DIGITIZE for Machines


12

VISUALIZE

Repair DisposeSelection SupportUsePurchaseAwareness

Customer Interaction + Interaction + Inaction = Customer Experience


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Customer Experience MatrixTM:


Customer Process

x

x

x

xxxx

x

x

x

x

x

xxxx

xxxxx

xxx

xx

x

xx xxxx

Bu

siness

Pro

cessSimple Customer Journey Map Links Customer Actions to Business Processes



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Community

Outdoor

Affiliate

TV

Radio

Newspaper

Direct Mail

Email

Web

Call Center

Field Sales

Events

Retail

Branch


Customer Process

x

x

x

xxxx

x

x

x

x

x

xxxx

xxxxx

xxx

xx

x

xx xxxx

Ch

ann

elCustomer Experience MatrixTM:

Start Here. If You Have Conducted ‘Customer Journey Mapping” You Can Combine That Information Here to Enhance Visualization & Customer Understanding.


CxC Matrix Digitizes The EntireCustomer Experience

CxC Firsts


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1. First complete digitization of omni-channel customer experience cradle to grave2. First to monetize customer experience end-to-end with interaction granularity3. First to approach enterprise customer experience as a science4. First to map customer experience ‘chaos’ to customer experience order5. First multi-discipline approach to customer experience connecting every

department and stakeholder to customer experience 6. First to build customer experience algorithm7. First to model customer ecosystem in anticipation of Big Data capabilities8. First to anticipate and model Internet of Things (iot) in customer model 9. Closest to delivering super-enterprise customer experience simulation tool10.Shared Customer Worthy book describing CxC Matrix with over 7,000

influencers across private sector, universities, technology, consulting and service companies


Got Questions? Additional Applications?Wondering Where to Start?Need a Speaker to Fire-Up & Motivate? Contact Michael R Hoffman [email protected]

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