The 4 Step Branded Customer Experience Framework

CustomerCentricity’s 4-Step Branded Customer Experience Framework establishes a tangible path to customer advocacy and revenue growth. Every client is unique and each of our programs is tailored to the specific challenges and opportunities for that client's business.

Step One: Customer Experience, Customer Expectations, and Market Audit

Conduct a comprehensive audit of the current customer experience, customer expectations in the market and the market opportunity.

Step Two: Define the Customer Experience North Star (Brand Promise)

Co-create the Customer Experience North Star taking into account the current customer experience and the expectations of the target market. Align on a Brand Promise that becomes the North Star for the customer experience, communications and employee engagement.

Step Three: Create the Customer Experience Playbook

Develop detailed departmental roadmaps, technology plans, brand standards, and operational protocols to deliver on the Brand Promise across all customer touchpoints,. This becomes the Brand Playbook.

Step Four: Build a Continuous Feedback Loop

Design a CX measurement platform focusing on moments that matter and key pain points. Provide real-time performance feedback at all levels, with tailored dashboards and periodic reviews.