Why Use a Customer Experience Implementation Partner?Steve Dudley
As an increasing number of organisations embrace Customer Experience as a competitive differentiator a question I am frequently asked is – why should an organisation looking to embrace a Customer Experience (CX) approach bring in an external expert or consultant?
Here are some of the main benefits of partnering with a Customer Experience specialist, as I see them:
Breadth of Experience:
A partner brings experience of different sectors, processes and approaches. They can tailor the implementation programme accordingly, ensuring best practice and an effective programme roll out. Also this injection of specialist expertise can help avoid the “If I knew then what I know today, I would have done things differently” situations.
Strategic and Tactical Expertise:
A partner’s specialist implementation expertise and impartiality can speed up the implementation process. They can also identify issues that sometimes internal stakeholders are too close to it to recognise. Also allows internal resource to be focused on ongoing maintenance rather than navigating the learning curve of a once off implementation project.
Catalyst for Change:
Generally people find change uncomfortable. However when change is needed, a neutral consultant with a fresh perspective that is results focussed can generally move things forward without worrying about internal politics, or other issues that tend to elicit high emotions and dissention in the ranks.
Selecting from a pool of Customer Experience implementation partners allows you to choose a partner that you are comfortable working with. The personal chemistry between the internal stakeholders and the CX partner is crucial to embed the programme effectively and aid knowledge transfer and meet project deadlines.
A credible partner with in-depth knowledge of the Customer Experience space and best practice can accelerate buy in from internal stakeholders. Usually this works best when the partner has a broad understanding of processes and issues pertinent to particular your sector / internal stakeholders.
Using a Customer Experience Implementation Partner Pitfalls to Avoid…
However, it is also worth noting the potential pitfalls of using a Customer Experience implementation partner:
- Management buy-in – ability of the partner to engage at board level and address concerns.
- Execution – partner’s inability to execute on the deliverables based on lack of experience, training, and overall calibre of consultant(s).
- Viability – partner’s commitment to CX, their leadership and proven ability to deliver results.
- Measurement – partner’s unfamiliarity with measurement methodology leading to mis-diagnosis issues, poor tracking of CX performance and incorrectly specified KPIs.
If you would like more information about using a Customer Experience implementation partner call Steve at Into the Blue on 07939 115965 for an informal chat.