Customer Experience Strategies

CUSTOMER EXPERIENCE FRAMEWORK
Intent:
  • To align CX mission with long and short-term corporate objectives that result in creating positive perceptions out of exceptional experiences.
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CX LEARNING & DEVELOPMENT
Intent:
  • To establish a universal (clear, consistent, company-wide) understanding of Client Experience within the organization.

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CUSTOMER INSIGHT & ANALYSIS
Intent:
  • To build a cohesive (360 degree) view of the customer by translating client intelligence into practical solutions that pave a clear path to improving the overall experience.

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CUSTOMER CENTRIC DESIGN
Intent:
  • To establish governance around how internal partners design and develop customer related experiences, maintaining a customer-centered focus throughout.
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Corporate Communication | Retention Strategies

Corp Form Letter Overhaul
Intent:
  • ​To ensure customer account notifications are: a) necessary, b) communicate intended message, and c) maintain consistent look and feel.
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Product Sunset Notification
​Intent:
  • To make customers aware of upcoming product sunset and encourage upgrade to a new system and maintain service. ​
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AutoPay Enrollment
Intent:
  • To increase the overall percentage of customers enrolled in AutoPay.

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False Alarm Reduction
Intent:
  • To reduce the total number of false alarms received in the Alarm Response Center (ARC) by helping customers prevent common alarm triggers.

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Invoice Restructure | Redesign
Intent:
  • To simplify how statement information displayed, making it easier to understand and act on.

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Customer Relationship Mgmt
Intent:
  • To offer customers a better experience overall, aiding with alarm system or service issue they may be unaware of or unable to resolve altogether.
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Customer Retention
Intent:
  • To convert prospects into customers and maintain those who risk cancellation.

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Digital Content Strategies

Website Content Restructuring
Intent:
  • To improve site organization, navigation, design and options available to customers online.

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Account Balance Redesign
Intent:
  • To simplify balance display on MyAmbit Account, only showing customers relevant information needed to understand account summary at a glance.

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Digital password Reset Process
Intent:
  • ​To improve site organization, navigation, design and options available to customers online.

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Enrollment Recovery Email
Intent:
  • To recover qualified leads while the Ambit brand name still fresh in the mind of prospects, and possibly boost overall rate of enrollment.
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Website rewrite | Redesign
Intent:
  • To create a new website in a way that is modernized and more helpful to customers.

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RELATIONSHIP SURVEY INVITE EMAIL
Intent:
  • To improve annual relationship survey response rate, starting with more concise email content and design.
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Customer Onboarding Strategies 

Welcome Email Series
Intent:
  • To aid customers in a seamless transition from installing dealer to Monitronics customer status.

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AcQuisition onboarding
Intent:
  • To offer customers a smooth transition into a newly acquired relationship, from awareness through account nurturing and management.

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 Business | Process | Experience Improvement Strategies

MAJOR INCIDENT IMPACT REVIEW
Intent:
  • To review and improve organizational response to major incidents in IT with direct or downstream impact on  the customer experience.

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Third Party Verification Recovery
Intent:
  • To retain the business of customers unnecessarily lost with a failed Third Party Verification (TPV) call.

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Journey Mapping Discovery
Intent:
  • To better understand current customer experience overall and discover opportunities for improvement.

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Employee Engagement
Intent:
  • ​To engage employees at every level by giving them an active role in developing and enforcing of an all encompassing CX strategy.

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Voice of the Customer Reboot
Intent:
  • To build out or reboot how the organization “listens” to customers. ​

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Puerto Rico False Alarm Reduction 
Intent:
  • To reduce the total number of false alarms received from Puerto Rico, as they are only 10 percent of the overall customer base, yet account for 90 percent of false alarms received.

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One-Time Payment Experience
Intent:
  • To improve payment experience by informing customers when a payment is received.

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Sales Collateral Strategy

Sales Collateral Rewrite | Upgrade
Intent:
  • To offer corporate leave-behind pieces that match the quality displayed through existing landscape design and build.

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Call Center Messaging Strategies | Samples

IVR Scripting | Hosting | On-Hold Rebuild
Intent:
  • To provide customers a better experience on the phone.
  • Manage program more efficiently.

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Winback Script Rewrite
Intent:
  • To offer inactive customers an actionable reason to reestablish and maintain their relationship with us .

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Industry Award Submission | Promotion Samples

Editorial Coverage | Press Releases

UT Dallas School of Management
shannon_denniston@hotmail.com
​tel. 972-741-0236