EX/CX Readiness Roadmap (Part 2)
Whatever it is, the way you tell your story online can make all the difference.
The Challenge
Amway has a multimillion dollar business with several business verticals that require planning. New product pipelines are usually influenced by feedback from regional sales teams who don’t have enough data on product performance. Restocking a product can be perpetuated by available stock and not necessarily higher performing stock that is being introduced to the market.
Amway asked for a visionary, holistic view of the Out-of-Inventory Sales experience for leadership and teams to evaluate both tactical and strategic decisions over the next two years. It includes COVID-19 implications into 2021. This is a both a blueprint primer and deeply evaluative CX considerations to support various planning decisions for success.
Also included in the addendum are CX Assessments for the organization to advance a customer-centric culture.
Three Sprint Approach
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Define | Sprint 1
Pivotal Moments Workshop for blueprint hypothesis
Review pivotal moments with jobs-to-be-done attributes
Identify CX ROI Metrics Architecture within blueprint
Introduce Pivotal Moment Barriers to success (MVP)
Define attributes of service blueprint
Identify cross-functional team responsibilities
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Evaluate | Sprint 2
Shadow Sales interviews in pilot programs
Persona Evaluations: Sales & Customers
MVP Journey Success Barriers identified
Pivotal Moment prioritization matrix introduction
CX Culture Change Readiness
Team Review of Sales Personas, empathy considerations
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Finalize | Sprint 3
Finalize Journey Success Barriers with emerging moments
Finalize business and success dependencies
Contextualized Use Case prioritizations with design
CX Culture Change Readiness
Application Journey recommendations
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Communicating the Project
The Why, What, and How of the Out-of-Inventory MVP Product
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Architecture of the Blueprint
Understanding the blueprint journey and attributes
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Measurement in the Blueprint
What we evaluated through CX Assessments
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Organizational Readiness
Where and what the organization needs to be successful
Recapping the Project Goals
Experience Roadmap Barriers
Barrier Analysis Highlights
Gather deep customer data intelligence from Sales journeys
Capture rich data as third, invisible actor between customers and sales
Expand purchase data as start of new journeys instead of means to end
Use O..I./AmCart within COVID limitations to advance sales success
Center training around behaviors and CX data, not technology
Connect AmCart technology with sampled products
Lead change with measured CX metrics and sales awarded recognition
Reinforce training with proven sales intelligence, practiced with APs]
Enable customers to purchase directly out of inventory (sales door delivery)
Broaden sales relationships into lifestyle or sales specialties
Measure, reward sales invested time with customer outcomes
Build with empathy and pivotal moment solutions, not with technology
“This level of work has never been done before. The completion of it has allowed us to plan for the next 18 months with greater confidence than we’ve ever had in a product roadmap.”
— Kyle; Product Director
Research Readiness
Organizational Readiness
Measurement in the Blueprint
