The Outside-In Assessment Technique
Customer Experience (CX) Assessments
These focus on the gaps between the expected experience and the actual experience received and typically span several of the following scope examples:
Scope Examples
Individually, or in combination:
- by customer need/expectation/segment
- by customer lifecycle stage, e.g. explore, select, buy, use, etc.
- by a specific end-to-end experience, e.g. evaluation, purchasing, returns, etc.
- by function, e.g. sales, service, marketing, accounts, etc.
- by department, e.g outbound telesales, billing, shipping, etc.
- by touchpoint & channel
- by product/service
- by line-of-business
Assessment Formats and Durations
Depending on the scope, the following assessment formats and durations are possible:
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