Customer Experience Management
We believe that to be truly customer-centric as a company and organisation, you need a framework and model to guide you on your journey for happy and loyal customers and better business impact.
We call our model for customer experience flower which we use to support our customers in their transformation
Assess today
We start by assessing your current state when it comes to customer-centricity, by using our model as a guide. We often do this together with your organisation and your colleagues.
Define the future
The next step is to create a future vision, strategy, and roadmap. We base our way of work on nine different capabilities that we see are crucial for becoming truly customer-centric.
Create the change
When we understand where we are today, where we want to be in the future and have a plan to start working on the transformation. This work can be easy and small things to larger transformations.
Customer Management Flower Framework
The framework, model, and way of work was created my Linda Öhling, House of CX and Jens Wedin, Studio Manfred in 2022. The model is used in the educational program at IHM Business School in Stockholm and has been used at larger clients in Sweden.
The framework is based on the following capabilities:
VISION, STRATEGY, AND GOALS
DATA, METRICS, AND INSIGHTS
LEADERSHIP
CULTURE
ORGANISATION, TEAMS, AND ROLES
CUSTOMER JOURNEYS
CHANGE MANAGEMENT
DELIVER VALUE
OFFERS, SERVICES, AND PRODUCTS
We are writing a book about why customer-centricity is the next competitive battleground, and how you can start your journey.
