Customer experience is how we use the disciplines of sales, marketing and service.
We unpack the Seven Question's in Waymaker's Growth Framework on the Leadership Curve and what your organisation can do to create a valuable journey for your customers.
Across organisation's, we organise their business into six interconnected buckets - or slices of pie as we like to call it. These include...
To help you do this, the Waymaker team are well versed in helping leaders shift their teams into the right behaviours to get them to their end goal which is continuing to grow their businesses profitability.
Some of the practices businesses used in the 20th century are no longer applicable to the 21st century. We need to start thinking more deeply and differently to the way we reach our consumers.
It's our belief that from research and observation across many businesses from the last five to ten years that there are six things that you need to keep in balance to maintain customer growth. As your organisation grows and scales up the curve, those six things must stay balanced.
Customer experience is the unification of sales, marketing, and service on technology to create inspirational branded moments across the customer journey.
The customer experience is not about working in departments in silos, but working as a product team, or a service team, or a team with the skills of sales, marketing, and service to draw that customer through a journey.
The customer journey has dramatically changed over the last 5 to 15 years. We have had to bring in digital elements of technology and we must understand the journey as a distinct journey and that’s the big shift.
The customer journey has evolved as there is now a large technology element and how technology is used to engage. Technology is used to engage because it is the foundation or every discipline in the business world.
There is technology to understand all seven questions of the framework.
There is no such thing as the technology department anymore. Now, technology permeates every department of the business.
The CX bucket is all about the science behind the customer journey. There is so much data around the consumers journey. We can understand the roadblocks, the steps, the triggers and so much more.
Customer experience is the science of sales, marketing, and service and behind that is technology. It supports those disciplines and it's about continuing to build the teams in your organisation that aren't just marketing, sales or service teams, but customer experience teams. You need to deploy skills of selling, marketing and service at all different points along the consumers journey.
You don't want to just limit that to three departments.
"How do we identify roadblocks?"
"How do we make that journey smoother to purchase and repurchase?"
Jump onto Waymaker Academy
You’ll find growth gap areas where in your business you need to build maturity and strength to lift that skill
A little more about David Jenyns:
After 17 years working IN his business, David systemised himself out of his company (Melbourne SEO & Video) and hired a CEO to run it. Through this process, David became a systems devotee, went on to found systemHUB.com and started a movement called SYSTEMology.
Today, David's mission is to free business owners worldwide from the day-to-day operations of running their business.
The Waymaker Way is a simple mantra that guides our philosophy toward business leadership and success.
Show the way
Build the system
Train the leader
Hold them accountable
Help them win
In this episode, we explore the first three of these and the lessons we can learn from Shackelton's journey.
Possibly the most important attribute of a leader in hard times is resilience, and resilience is the art of knowing who you are and staying the course when the @#$%^ hits the fan! How do I build resilience? What questions should I be asking myself?
Purpose - why do we exist?
Perceptions - what does the market believe about us?
Position - Where am I positioning in the market
Practices & Proposition - is my yes a yes and my no a no?
Personalities - how do we look, feel and communicate? Is it consistent with our principles?
Principles - what do we believe?
When the wind changes direction, how do we learn to set a better sail?
For more gold on leading in hard times, download our resource “5 Leadership Plays” from Waymaker.io
Waypoints and Scorecards give a powerful way to see and forecast expected performance against actual performance. They help surface insights for coaching and mentoring of individuals from their leaders on the way to success.
Use Waypoints to create a forecast set points to journey towards. And, then use Scorecards to collaborate with team members on the tracking to outcomes that matter within the organization.
Waymaker exists to help leaders and teams build a better a better business with clarity, alignment, and focus on the actions that matter most.
The Waymaker Leadership Curve is a way to make sense of what growth stage you are in as a business. It objectively identifies which skills are needed to get to the next stage of growth and what systems are needed to scale those skills to the highest value. Not only this, it helps you track growth over time, in the key areas of your business.
Business Development, Sales, marketing & service, people & culture, Leaders and leadership development.
If you choose to implement Waymaker as your strategic planning and execution platform you will have a powerful command center to build a better business by making business improvement, business as usual.
Visit https://waymaker.io/leadership-development/ for more information.
The Waymaker Leadership Curve is a way to make sense of what growth stage you are in as a business. It identifies which skills are needed to get to the next stage of growth and what systems are needed to scale those skills to the highest value. Not only this, it helps you track growth over time, in the key areas of your business.
Business Development, Sales, marketing & service, people & culture, Leaders and leadership development.
If you choose to implement Waymaker as your strategic planning and execution platform you will have a powerful command centre to build a better business by making business improvement, business as usual.
Visit https://waymaker.io/leadership-development/ for more information.
At Waymaker we know that you want to be a transformational leader. To do that you know you need to find and deliver the highest value activities in the fastest possible way, every quarter.
The problem is with everything moving so fast you end up stuck in the driver’s seat doing too much and with no time to think or plan how to build a better business.
We believe strategic agility is the key to building a better business in the midst of chaos.
We know building a better business is hard, which is why we developed a platform that helps you find your breakthrough and start building a better business in 30 days or less.
You can take our course on moving from Reactive Chaos to Strategic Agility in our Waymaker Academy, when you sign up for a Free 30 day trial at Waymaker.io
The reality is that most meetings suck. The problem is that they are a reality of the modern organization. The solution however is not found in better scheduling, better technologies, or even better software to facilitate meetings remotely. Meetings are better when we understand WHY we meet. In this episode, Stu and Craig discuss the WHY, and how the new Meetings Module inside Waymaker helps make meetings great again.
Waymaker Meetings helps you set up and schedule the right kinds of meetings - the ones your organization needs to have. It then helps you run them in such a way that you focus on and do the right things. If that's not helpful enough - Waymaker Meetings uses sophisticated AI to take the minutes of your meeting and share those notes with your team - identifying the action items and gives your team lazer focus on the job to be done.
Spend less time running meetings and more time achieving goals.
Waymaker Meetings helps you:
For more information visit https://waymaker.io
We are in a series of episodes discussing the 5 roadblocks business need to navigate in order to build a successful business.
Plan
Lead
Sell
Employ
Work
Waymaker CX helps you go from stalled to scaled in 12 sessions over 12 weeks - building your own unique Go-to-market playbook to empower your team to sell more, more easily. With Waymaker CX you'll learn:
- How to unify sales, marketing, service, and technology to sell smarter & faster.
- How to find the growth gaps in your customer strategy.
- How to align your team to focus on highest priority sales improvement tasks every quarter.
- How to articulate the ideal customer who will buy from you time and time again.
- How to find the gaps in competitors and exploit them with your strengths and advantages.
- How to build the must have communication messages to attract & close the most valuable clients.
- How to design a customer journey that delights & buyer’s journey that closes with speed & simplicity.
- How to build your own sales method that makes teaching your team how to be sales rockstars a breeze.
- How to create your own innovation cycle that releases your team to make business improvement, business as usual.
When we talk to leaders, we often hear the same frustration. There is so much information out there on what you need to do to be a better leader - but not much that tells you how to be a better leader today, in your world.
You go to the conferences, you read the books, you get motivated and inspired - but you don’t get contextual steps for real, actionable, measurable steps to growth.
We've experienced the same thing. And we thought to ourselves, "Hang on, we’ve developed this amazing technology to show people how to build a better business. Why not use the same engine to help people become better leaders?
If you simply want to develop leaders with real skills, while working on real outcomes - then Waymaker will show you the way. We're excited to talk on this episode about our new Waymaker Leadership Diagnostic.
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