What is the CxC Customer Experience Matrix ClientxClient ph9083503012

Copyright 2015 ClientXClient LLC. www.clientxclient.com. 908.542.1134 Share & Enhance & Share 1
Visualize
Prioritize
Analyze
Monetize
Optimize
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Value
Difficulty
Not to scale. Value of Prioritize and
Optimize have demonstrated 30% to
240,000% returns
Find out more
in book @ Amazon
Or just call me
Michael R Hoffman
908.542.1134
30-240,000% ROI*What is
the CxC
Matrix?

The CxC Customer Experience Matrix Combines Customer & Business
Perspectives, Cost, Processes for Strategic and Tactical Planning,
Execution and Measurement

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

CxC Matrix Digitizes The Entire
Customer Experience
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]

Hard
Measures
Soft
Measures
Net PromoterSurveys
Brand
Awareness
How Do You Measure Expectations?

VISUALIZE – Your Customer’s Process
Awareness Purchase Use Support
Advertising
Search
Referrals
Social
Sensor
RFID
Bluetooth
Static/Silent
Phone
Chat
3rd Party
In-Person
POS
Mobile
Ecommerce
Affiliates

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

MONETIZE
Customer Experience (Process)
REVENUE COST/expense
Traditional Thinking…Everybody get’s this.
Each Interaction has a cost to company, some have revenue & potential revenue

MONETIZE
Customer Experience (Process)
Each Interaction has a cost to customer: time, travel, money

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

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
30% 90%25% 70% 20% 15%$ $ $ $ $ $ $=LTV
Add Monetization

Community
Outdoor
Affiliate
TV
Radio
Newspaper
Direct Mail
Email
Web
Call Center
Signage
Events
Retail
Billboard
Customer Process
x
x
x
xxxx
x
x
x
x
x
xxxx
xxxxx
xxx
xx
x
xx xxxx
Channel
30% 90%25% 70% 20% 15%
$ $ $ $ $ $ $ =LTV
Add Monetization
& Analysis

Customer Experience MatrixTM
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
30% 90%25% 70% 20% 15%$ $ $ $ $ $ $=LTV
So where do you predict? And what level of granularity?
Are you predicting for the company? For the customer?

Community
Outdoor
Magazine
TV
Radio
Newspaper
Direct Mail
Email
Web
Call Center
Field Sales
Events
Retail
Dealer
Customer Process
x
x
x
xxxx
x
x
x
x
x
xxxx
xxxxx
xxx
xx
x
xx xxxx
Channel
30% 90%25% 70% 20% 15%$ $ $ $ $ $ $=LTV
+Invest
+Divest
+Invest+Invest +Invest
+Invest+Invest
+Invest
+Invest
+Invest
+Invest+Invest
+Invest
+Divest
+Divest
+Divest
+Divest
+Divest
+Invest+Invest

CxC Matrix Digitizes The Entire
Customer Experience
CxC Firsts
1. First complete digitization of omni-channel customer experience cradle to grave
2. First to monetize customer experience end-to-end and granularly
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

Thank You!
Michael R Hoffman
Client X Client
mrhoffman@clientxclient.com
www.clientxclient.com
908-350-3012
Find out more
in book @ Amazon
Or just call me
Michael R Hoffman
908.542.1134

What is the CxC Customer Experience Matrix ClientxClient ph9083503012

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