The Pyramid

Turning strategy into action  

All too often organizations create strategies but fail to link them to the actions people perform. The Pyramid overcomes that problem. It aligns the customer experience strategy across different functions with specific actions.

The Pyramid™ achieves this by linking the Customer Experience Statement with customer experience implementation. Let’s start at the top: trust is the specific element of customer experience we’ll focus on in this example. Integrity, confidence and honesty are equally associated with trust, so we’ll call them sub-elements.

Using the elements and sub-elements, we create an aim. For example, “we want 95% of customer to trust us.” Next, we select a target and measure of trust. Suppose we chose the target “we want 98% of customers to trust us.” We’ll look at the percentage of customers that report feelings of trust, integrity, and honesty and compare it to this.

Since the Customer Experience Statement is holistic in nature, the Pyramid doubles as a way to work across multiple company divisions. Examples of the typical divisions we bring together using the Pyramid are customer service, marketing, sales and operations. While the Customer Experience Statement requires a different set of initiatives by department, the Pyramid builds a cohesive strategic vision.

Contact us to learn more about how you can employ the Pyramid in redesigning your customer experience.