Value Moments Implementation Process
The Value Moments Implementation Process has eight key stages, from commencement through to developing an Action & Improvement Plan. It is crucial for any organisation implementing the Value Moments concept to follow this model.
Each organisation has its own variables relating to their customers, such as frequency of use (transaction versus relationship). As a result you'll need to adjust how frequently you measure satisfaction. Measurement on its own is of no benefit to an organisation: the Action and Implementation plans are an essential part of the Value Moments process.
The Value Moments Implementation Process is explained with the help of the figure below:
View Stage 1: Customer Experience Process Maping
Implement Value Moments
Value Moments Implementation Process:
- → Value Moments Concept
- → Implementation Process
- → Customer Experience Process Maps
- → Value Moments Identification
- → Weight the Value Moments
- → Calculate VM Expectation Score
- → Compile VM Questionnaire
- → VM Customer Experience Measurement
- → VMPI Calculations
- → Develop Action & Improvement Plan
- → Value Moments Reporting