$4.$ Align company processes, policies, support systems$^$ and employees with the changes that

have been chosen for implementation.

B$$de$,$M$$ QbD$3,\backslash$ ece$3$DD $8).$ Brand Transformation Through Customer Experience

Management. Retrieved December $10,2008,$ from CRM Project: www$.$crmproject.com.

Meyer, C$$ & Schwager, A$.(2007).$ "Understanding Customer Experience." HarvardBusiness

Review.

R$$ckaxA$\backslash$Iota QM$)6).$ Winning by Understanding the Full Customer Experience: Opportunitiesfor

Action in Industrial Goods. The Boston Consulting Group.

Strativity Group, Inc. $(2008).$ Customer Experience Management Benchmark Study. Rochelle

Park, NJ: Strativity Group, Inc.

Let's assume that we choose to implement the top three significant $($not "quick fix"$)$ changes

that we have prioritized in step $3$ of this process. Then we must describe $($or reiterate, if we

have already done so$)$ the necessary redesigns regarding company employees, processes,

policies, and support systems that this change would likely encompass. Given the criticality of

employee "buy$-$in$"$ to Customer Experience Management, we should pay particular attention to

the suggestions that we make regarding properly educating employees, empowering them, and

changing incentive programs and performance measures to reflect a focus on the customer

experience.

Address each ofthe four challenges delineated by Ted. Please note that whereas true Customer

Experience Management eis are highly dependent upon continuing input from the customer,

this hypothetical situation does not allow for the very important element of ongoing customer

communication. For this reason, you must use a good deal of "executive judgment" in your

answers. Please make every attempt to use realistic suppositions based on the one description of

Hal's customer experience and what you have leamed regarding the customer $$

mapping process. The value ofthis case rests in its potential to introduce you to the underutilized

and very powerful process of customer experience mapping. Note that this process is not always

hierarchical and may involve some "looping back" from a later phase ofthe process to an earlier

one as you complete this abbreviated customer experience mapping project.