CECC360: The Best Practice guideline for managing Customer Expectation Change Cycles

CECC360 is a methodology developed by our Centre of Excellence on the key steps required for a large Organization to keep pace with changing customer expectations. The gist of the Best Practice Guidelines are given below

Step 0. Establish a permanent CEC PMO (Customer Expectation Change Project Management Office)

Step.1 : Reorient all customer measures segment wise.

Step.2: Categorize Customer Experience Improvement Projects – segment wise

Step.3: Measure customer expectation changes – segment wise – as already mentioned in Step 1. Identify an average cycle time for key impacts.

Step.4: Match Customer Expectation change cycle with Customer Experience Project cycle

Step.5: Run Phase 1 for 6 to 12 months to first catch up with the existing customer expectations gaps.

Step.6: Launch Customer Expectation Change forecast program during Phase 1 above. Develop a predictive model to Forecast CECs.

Step.7: Stabilise Phase 1; Stabilise CEC Forecast model through testing. By now 9 to 12 months would have passed.

Step.8: Launch Phase 2 and begin Customer Experience Improvement Projects to match the Forecast model

Step.9: Launch, Measure, Control; Launch, Measure, Control; Launch, Measure, Control;…. both CEC cycle time and the forecast models would continuously change.

 

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