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Go-to-GreenContinuously Improve
Your Customer Experience
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2
Step 1 - Identify
By Total Business
Identify the lowest-rated phase of your CX:
By Customer Profile
Step 2 - Consult
Consult customer-facing employees for insights:
Some customers
rate us low on
________.
Wow.
Really?
Yep.
Any thoughts
on why?
Actually,
I do…
Interesting.
Thoughts on
a solve?
1. Insight
2. Insight
3. ……..
Actually,
I do…
4. Insight
5. Insight
6. ……..
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Step 3 - Prioritize
Prioritize CX insights by common themes:
1. Assign a risk factor
to each theme.
Low Risk Medium Risk High Risk
Low
FrequencyA
Medium
FrequencyC
High
FrequencyB
2.Rank themes based on
frequency mentioned.
Theme A:1. Insight 1
2. Insight 5
3. Insight 7
Theme B:1. Insight 2
2. Insight 4
3. Insight 8
4. Insight 9
5. Insight 10
Theme C:1. Insight 3
2. Insight 6
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Step 4 - Communicate
Communicate the continuous improvement plan:
Improvement
Plan
Initiatives
Actions
Timeframe
Contact(s)
Share with
Employees
Share with
Customers« »
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Step 5 - Monitor
SayDo Health Score
Highest CX Phase
Lowest CX Phase
Strongest Customer Profile
Weakest Customer Profile
Monitor the health of your customer relationships:
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Five steps to continuously improve your CX.
1. Identify the lowest rated phase of your CX.
2. Consult customer-facing employees for insights.
3. Prioritize CX insights by common themes.
4. Communicate CX performance improvement plans.
5. Monitor the affect on your customer health score.
Repeat the Go-to-Green process.
getSayDo makes vendor feedback
easy to share.
