Customer Experience Mastery Level 1 Visualization CxC Matrix

© 2002. All rights reserved. ClientXClient Inc.Get Customer Worthy
@ Amazon.com Copyright 2015 ClientXClient LLC. www.clientxclient.com. 908.350.3012 Share & Enhance & Share
1
Test: Can you find the millions of dollars
your company is wasting in this picture?
Awareness Purchase Use Support
Advertising
Search
Referrals
Social
Sensor
RFID
Bluetooth
Static/Silent
Phone
Chat
3rd
Party
In-Person
POS
Mobile
Ecommerce
Affiliates

© 2002. All rights reserved. ClientXClient Inc.
Get Customer Worthy
@ Amazon.com
CxC Matrix Monetizes Each
Slot in Customer Experience
Companies already pay for
each contact , yet
•80% Unmanaged
•90% Underutilized
Huge Dollars Wasted
Customers Frustrated
$$$ Profit Unrealized
*From Customer Worthy (book)

3
Visualize
Prioritize
Analyze
Monetize
Optimize
$0.12 $0.12
$0.12
$0.12 $0.12
$0.12
$0.12
$0.12
$0.12
IF? $0.12
2xa
NOT ELSE
$9.12
If ?
?
THEN
NOT NOT
HERE
NOT MORE
HERE
HERE
KEEP
NOT
$ +$$$
$0.12
$$$ $$$
$$$
-$$
$0.12
-$$
Value
Difficulty
Customer Experience
Mastery, Level 1
Visualize & Digitize
Level 1
Level 2
Level 3
Level 4
Level 5
Use:
#Educators
#Consultants
#Marketing
#CRM
#IT
#Training
#Agencies
#Service Bureaus
#Strategic Planning
#Innovation
#
external, Internal

@ Amazon.com
CxC Matrix Digitizes The
Entire Customer Experience
Copyright 2015 ClientXClient LLC. www.clientxclient.com. 908.350.3012 Share & Enhance & Share
4
Digitizing or digitization[1]
is the representation of
an object, image, sound, document or a signal (usually
an analog signal) by a discrete set of its points
or samples. The result is
called digital representation or, more specifically,
a digital image, for the object, and digital form, for the
signal. Strictly speaking, digitizing means simply
capturing an analog signal in digital form.
McQuail identifies the process of digitization has
immense significance to the computing ideals[which?]
as it
"allows information of all kinds in all formats to be
carried with the same efficiency and also intermingled".
(2000:28)[2]

Get Customer Worthy
@ Amazon.com
Each Slot in Each Customer
Contact Contains Opportunity

Get Customer Worthy
@ Amazon.com
CxC Matrix Monetizes Each
Slot in Customer Experience
Monetize and
Manage Every
Customer
Experience Slot Like
This
*From Customer Worthy (book)

Get Customer Worthy
@ Amazon.com
Customer Experience
Contact Inventory for CxC Matrix
Inventory: Required Skill Level: Low
Business Value: Very High Use: Training, Strategy, Planning: Marketing,
Advertising, Sales, CRM; IT Integration, Big Data Mapping; Finance:
Profitability; Activity Based Costing, LTV, Acquisition Cost Per Customer
Slots
Interactions or
Containers

Get Customer Worthy
@ Amazon.com
Customer Experience Contacts
Mapped to Customer Experience in
CxC Matrix

9
CV-1
(next shipment)
CxC Matrix Digitizes The Entire
Customer Experience
Step 1. Visualize

@ Amazon.com
What is the CxC Matrix?
10
A Customer Strategy Tool used to
Visualize, Monetize, Analyze and
Optimize our customer’s
experience.

11
VISUALIZE for People
Customer Interaction + Interaction + Inaction = Customer Experience
People
Understand
This
Machines
Understand
This
DIGITIZE for Machines

12
VISUALIZE
Repair DisposeSelection SupportUsePurchaseAwareness
Customer Interaction + Interaction + Inaction = Customer Experience

13
Customer Experience MatrixTM:
Customer Process
x
x
x
xxxx
x
x
x
x
x
xxxx
xxxxx
xxx
xx
x
xx xxxx
Business
Process
Simple Customer Journey Map Links Customer Actions to Business Processes

@ Amazon.com
14
Community
Outdoor
Affiliate
TV
Radio
Newspaper
Direct Mail
Email
Web
Call Center
Field Sales
Events
Retail
Branch
Customer Process
x
x
x
xxxx
x
x
x
x
x
xxxx
xxxxx
xxx
xx
x
xx xxxx
Channel
Customer Experience MatrixTM:
Start Here. If You Have Conducted ‘Customer Journey
Mapping” You Can Combine That Information Here to
Enhance Visualization & Customer Understanding.

@ Amazon.com
CxC Matrix Digitizes The Entire
Customer Experience
CxC Firsts
15
1. First complete digitization of omni-channel customer experience cradle to grave
2. First to monetize customer experience end-to-end with interaction granularity
3. First to approach enterprise customer experience as a science
4. First to map customer experience ‘chaos’ to customer experience order
5. First multi-discipline approach to customer experience connecting every
department and stakeholder to customer experience
6. First to build customer experience algorithm
7. First to model customer ecosystem in anticipation of Big Data capabilities
8. First to anticipate and model Internet of Things (iot) in customer model
9. Closest to delivering super-enterprise customer experience simulation tool
10.Shared Customer Worthy book describing CxC Matrix with over 7,000
influencers across private sector, universities, technology, consulting and
service companies

@ Amazon.com
Got Questions? Additional Applications?
Wondering Where to Start?
Need a Speaker to Fire-Up & Motivate?
Contact Michael R Hoffman 908.350-3012
MRH@CustomerWorthy.com
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Customer Experience Mastery Level 1 Visualization CxC Matrix

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Customer Experience Mastery Level 1 Visualization CxC Matrix