Search

A Case for Customer Experience



Exceptional customer experience is at the heart of almost every business success story. In fact, companies that are customer-centric are 60% more profitable than those that aren’t and CX-focused companies have outperformed the S&P 500 by more than 45 percentage points over an 11 year span.


Perhaps one of the earliest and most well known examples of CX was Harry Gordon Selfridge’s model of “the customer is always right”. In the early 1900’s this was a huge departure from the prevailing attitudes of the time, when companies routinely took the stance of caveat emptor (buyer beware) and used all available tactics to make the sale, no matter how dishonest. Many of those businesses did not last. Selfridges, however, has gone on to become a highly influential and successful company that has well and truly stood the test of time.


So, if we know the power of CX, then why are companies still struggling with it? There are many reasons, but the most common are:


  1. CX problems are poorly defined.

  2. CX solutions are already preconceived (cognitive bias is at play).

  3. Companies don’t actually understand their customers.

  4. Internal processes that aim to solve CX problems are laborious, drawn-out and costly.

  5. There’s nothing in place to prioritize solutions and measure results.


At Three, we believe all companies––and their customers––deserve to have an outstanding CX and that achieving it shouldn’t be excruciating. That’s why we created Slingshot; a rapid, collaborative process that confronts customer experience problems, explores and quantifies the most effective solutions and expertly deploys them in market.

What does Slingshot do?


  • Quickly uncovers the root cause of Cx problems.

  • Identifies and prototypes the potential solutions.

  • Tests the solutions and quantifies their impact.

  • Converts the most effective solutions into real-world actions.

  • Does all of the above within weeks, not months.


When should you use Slingshot?


You have a Cx problem and...


  • You’re not sure what’s causing it.

  • You’re not sure how to solve it.

  • You need to overcome it quickly and efficiently.

  • You want to quantify a solution before deploying it.

Process


Stage 1. Preparation

1. Kick-off

Problem definition, requirements, methodology and timing review with key stakeholders.


2. Team Selection

Select the cross-functional team. Define roles and responsibilities.


3. Data Review

Team review of all relevant data including business, brand, category and competitive performance.



Stage 2. Immersion


1. Customer Experience

Team immerses itself in the customer and their experiences of the product or service.

2. Workshops

Collaborative workshop(s) to dig into the problem and explore potential solutions.

3. Solution Mapping

Organization, resource/timing assessment and preliminary viability check of of all potential solutions.



Stage 3. Ignition

1. Rapid Prototyping

Creation of MVS (minimum viable solution) for the purpose of testing with customers.

2. Testing & Optimization

Real-world testing and optimization of MVS, based on customer feedback.


3. Design & Deployment

Design, production and deployment of solution(s) that surpass testing benchmarks.


Benefits

  • Identify Cx problems and fix them quickly with the right experts.

  • Get improvements into market within weeks, not months.


Contact us to learn more about how Slingshot can help your organization.