TEST THE TOOLKIT
The Customer Champion Toolkit, having been co-designed with renowned Customer Experience (CX) experts, it is now open for live testing.
I cannot express my appreciation for you testing this toolkit and am excited to hear your feedback.
This toolkit is entirely free to use, however, I am trying to collect feedback on the tool and so, if you provide your email address, I will be reaching out and would love to hear your thoughts. Once I gather that feedback, I will publish a final version and distribute it as widely as possible for Customer Champions to make use of.
STEP 1: CHAMPION THE VALUE OF CX
Internal Value Prop Analysis Framework
This is designed to help you reflect on the organization’s purpose, current priorities, and high-level goals in order to map these to your customer-focused aspirations.
If you want to champion your customers, it would be advisable to see if there is a CX team already in your organization that may be able to support you.
STEP 2: ALIGN CUSTOMER & ORG GOALS
360° Painpoint Analysis Framework
Succinctly communicating the customer's painpoint, how it affects the firm and how resolving it can have numerous benefits is a key first step in earning buy-in.
STEP 3: DISCOVER ISSUE ROOT-CAUSE COLLABORATIVELY
Cross-functional 5 Whys Framework
Socialize the problem and gain input from colleagues to identify the likely internal root-cause. Use this where you feel peers will be willing to engage at this stage of the process.
Cascading Cause Analysis Framework
Socialize the problem and gain input from colleagues to identify the likely internal root-cause. Use this where peers are unlikely to fully engage at this stage of the process.
STEP 4: UNDERSTAND & ACTIVATE COLLEAGUES
Social Mapping Framework
Map the known staff, policies, procedures and systems that are likely to be affected by this initiative. Identify who is responsible for each, and your relationship to that person.
Stakeholder Empathy Framework
Consider what motivates your relevant key stakeholders; their personal & professional goals, their current challenges and how this project, or you, could assist them.