Mark Moncher

Click here to edit subtitle

Blog

Mark Moncher - The Customer Experience Process

Posted by [email protected] on May 19, 2016 at 1:15 AM

Companies seeking to become more customer-centric should define the customer experience as a formal end-to-end process in their organization.

Business leaders that subscribe to the process-centric approach to business improvement understand the importance of having well-defined end-to-end processes. Typical end-to-end processes that are well-defined and optimized in businesses today include:

• Plan to Profits (Budgeting & Finance)

• Order to Cash (Operations/Order Fulfillment)

• Procure to Pay (Procurement)

• Recruit to Retain (Human Resources)

• Idea to Market (New Product Innovation)

• Forecast to Delivery (Manufacturing & Distribution)

• Market to Sale (Sales & Marketing)

For those organizations that have formally adopted a process-centric approach to business, the process is often formally defined, measured, monitored, and continually optimized. This level of discipline is critical to deliver a process that is high performing, predictable, efficient, effective, and error-free.

Mark Moncher a senior sales executive suggests that in order to become more customer-centric, businesses should add the customer experience end-to-end process to their portfolio of strategically important processes.

 

The customer experience is a process. Like any process, the customer experience process can work perfectly (or go horribly wrong), may contain numerous scenarios, and it can be analyzed, re-engineered and optimized.

 

The customer experience process does not begin and end at the store, sales representatives, web site or call-center. It extends from the moment the customer becomes aware of a company and may last until they die, move, or leave for a competitor.

 

In short, the customer experience process is broad, deep, iterative, and (hopefully) long running. The customer experience process is comprised of three distinct phases:

1. Customer Attraction (before): Customer attraction represents all of the touchpoints and interactions encountered by your customer during initial sales and marketing activities.

2. Customer Interaction (during): Customer interaction represents all of the touchpoints and interactions encountered by your customer during payment, service, and delivery activities.

3. Customer Cultivation (after): Customer cultivation represents all of the touchpoints and interactions encountered by your customer after a purchase or transaction that includes loyalty, reward, and ongoing communications management.

 

Great customer experiences don't happen by accident: They require a keen attention to detail, a focus on every touch point, and an orchestration of all customer encounters regardless of how each customer may navigate the company. Mastering the customer experience must begin with mastering the end-to-end customer experience process.

 

At any time that a customer is involved in the process, the ultimate goal is to deliver a customer experience process that sells more, increases buying frequency, and broadens the relationship.

A critical first step to improve any customer experience should be to map the entire customer experience end-to-end process. By doing so, companies can develop a deeper appreciation for how the business interacts with their customers.

To achieve the focus and discipline that the customer experience process deserves, businesses should add a new end-to-end process to its portfolio of strategic processes.

 

By defining the customer experience as a strategic end-to-end process, the customer experience process can be studied, measured, monitored, refined, re-engineered, optimized, and improved. The process will become much more disciplined and receive the attention it deserves in the organization.

 

Mark Moncher is a senior sales and business development executive with a strong track record of success both from an individual as well as team focus and has Lead national and regional sales teams across US for Merchant Acquisition and Optimization.

 

Categories: None

Post a Comment

Oops!

Oops, you forgot something.

Oops!

The words you entered did not match the given text. Please try again.

Already a member? Sign In

39 Comments

Reply JamosSax
4:29 AM on May 31, 2021 
You made your position extremely nicely!.
https://topessaywritingbase.com/
Reply JamosSax
10:31 AM on June 3, 2021 
Incredible a lot of fantastic data!
https://bestessayscloud.com/
writing about yourself essay
writing paper help
what are college essays about
thesis statement maker
pay someone to write my essay
writing help
need help writing scholarship essay
write paper
writing literary analysis essay
paper writing
college scholarship essay
xyz homework
how to write a conclusion for an essay
https://kehillathisrael.webs.com/apps/guestbook/
Reply JamosSax
11:21 PM on June 3, 2021 
You actually suggested this really well.
https://topessaywritingbase.com/
college transfer essays
essay typer
what can you learn from writing a research essay
writing a thesis statement
how to make a college essay
writing help
writing a biographical essay
thesis paper
college scholarship essay
custom papers
writing a thesis statement for an essay
online dissertation
act essay help
https://contest101.webs.com/apps/guestbook/
Reply JamosSax
12:49 PM on June 4, 2021 
Many thanks! I like this!
https://essaypromaster.com/
best essay writer
dissertation
boston college essays
url=https://essayssolution.com/ says...
write paper

how to write a scholarship essay about yourself
define thesis
how to write reflective essays
url=https://essayhelp-usa.com/ says...
custom papers

good college essay
help thesis
writing a good college application essay
url=https://service-essay.com/ says...
college essay

how to write a simple essay
https://smilevault1.webs.com/apps/blog/show/48256738-comprar-bitc
oins-con-tarjeta-de-cr
Reply JamosSax
1:30 AM on June 5, 2021 
Lovely material, Thanks!
https://essaypromaster.com/
writing expository essay
writing websites
help with an essay
homework help cpm
quotes in college essays
writing thesis
essay helper online
custom writings
how to write time in an essay
essays writers
cheap essay writing service usa
homework hotline
how to write an 5 paragraph essay
https://kehillathisrael.webs.com/apps/guestbook/
Reply JamosSax
2:19 PM on June 5, 2021 
Effectively expressed of course! !
https://paperwritingservicestops.com/
websites for essays
essay
best essay for you
college essays
along these lines writing paragraphs and essays
dissertation writing services
medical school essay writing service
thesis writing services
the value of college education essay
doctoral dissertations
essay writing service reviews
how to write a research papers
cheap essay writer service
https://kehillathisrael.webs.com/apps/guestbook/
Reply JamosSax
3:14 AM on June 6, 2021 
You actually explained this really well!
https://quality-essays.com/
steps to write an argumentative essay
thesis writing service
average college essay length
essay writing services review
write an essay about yourself
paper writer
custom essay writing
how to write a thesis
write college essays for money
write my essay
writing persuasive essay
homework now
essay writers needed
https://contest101.webs.com/apps/guestbook/
Reply JamosSax
9:05 PM on June 6, 2021 
This is nicely expressed. .
medical information online
https://zumbastyle.webs.com/apps/guestbook/
Reply JamosSax
12:02 PM on June 10, 2021 
You actually suggested it effectively!
https://englishessayhelp.com/
essays writer
https://discountedessays.com/
how to become a good essay writer
https://bestessayscloud.com/
compare and contrast essay college level
https://essaypromaster.com/
guidelines for writing an essay
https://teamlionheart.webs.com/apps/blog/show/8793777-1302-is-bac
k-
Reply JamosSax
1:27 PM on June 11, 2021 
Cheers. Helpful stuff!
https://essayextra.com/
how to write an essay essay
https://freeessayfinder.com/
how to write an essay for a college application
https://service-essay.com/
short college essay
https://homeworkcourseworkhelps.com/
custom essay writing service
https://raventwist37.webs.com/apps/blog/show/47907327-i-tried-cbd
-for-muscle-soreness-and-this-is-what-occurred
Reply JamosSax
3:28 PM on June 12, 2021 
This is nicely expressed. .
https://essaypromaster.com/
essay about college
https://paperwritingservicestops.com/
how to write a professional essay
https://topessaywritinglist.com/
how to be a better writer essay
https://definitionessays.com/
writing an introduction to an essay
https://willumsentran36.webs.com/apps/blog/show/46697692-w-koniun
ktur-jak-380-261-dane-deski-plastykowe-na-rozgraniczenie-plus-bra
m-281-ogrodzeniowamo-380-e-czyha-263-zaufaniu-go-347-ci-istniej-p
lanowania-np-poprzez-opanowywanie-czytelno-347-ci-propozycja-taki
ego-odgrodzenia-widocznie-wymusza-263
Reply JamosSax
4:59 PM on June 13, 2021 
Amazing plenty of excellent knowledge!
https://freeessayfinder.com/
write my essays for me
https://theessayswriters.com/
how to write a well written essay
https://bestessayseducationusa.com/
unique college essay
https://ouressays.com/
writing a three paragraph essay
https://marchalcycleyou.webs.com/apps/guestbook/
Reply JamosSax
8:21 AM on June 14, 2021 
With thanks! I appreciate this!
http://m.mm.black-up.kr/member/login.html?noMemberOrder=&returnUr
l=https://cadmed-bb.com
http://wmcasher.ru/out.php?url=https://cadmed-bb.com
http://interessante.com/default.asp?cod=309&url=https://cadmed-bb
.com
https://clients1.google.co.ls/url?q=https://cadmed-bb.com
http://www.raulhc.cc/bin/oops/Main/DefaultUserRegistration?templa
te=oopsredirectdenied;def=redirect_denied;param1=http://www.raulh
c.cc/bin/login/Main/DefaultUserRegistration%3ffoswikiloginaction%
3dvalidate%3bfoswikioriginalquery%3d815be02f66922e608eb445dcc6edb
d00;param2=https://cadmed-bb.com

https://hwksma.webs.com/apps/guestbook/
Reply JamosSax
10:22 AM on June 17, 2021 
Amazing plenty of beneficial facts!
https://www.google.co.ke/url?sa=t&url=https://cadmed-bb.com
https://www.webarre.com/location.php?loc=hk¤t=https://cadme
d-bb.com
http://www.greatmindsinstem.org/Redirect.aspx?destination=https:/
/cadmed-bb.com
http://alt.baunetzwissen.de/rd/nl-track/?obj=bnw&cg1=redirect&cg2
=wissen-newsletter:+beton&cg3=partner&datum=2017-01&titel=partner
klick+-+beton&firma=informationszentrum+beton&link=https://cadmed
-bb.com
https://rachelvandolsen-dot-yamm-track.appspot.com/Redirect?ukey=
1wN30mJVIv_GDeOs-9YlC46vCouJl8L80kg6Nn0aR1Qs-0&key=YAMMID-6661954
2&link=https://cadmed-bb.com

https://arcmabrandom.webs.com/apps/blog/show/28188701-austin-maho
ne