The Pyramid

Turning strategy into action 
Workshop-based system to breakdown the customer experience into controllable chunks 

The pyramid allows you to understand how to align various parts of the business to be subsequently managed.

Once you have developed a Customer Experience Statement the next step is to measure it. We use a propriety methodology called The Pyramid™ to do this. This links the strategy of the Customer Experience Statement to the action of measuring and implementation. The objective is to breakdown the Customer Experience into controllable chunks and offers a method on how each of these elements can then subsequently be managed. The beauty of Pyramid is that it aligns various parts of the business while at the same time recognizing that the world view of parts of the organization can differ. 

As you can see from this diagram, once you have defined your Customer Experience Statement this could include ‘Trust’ as an element of that statement. The sub-elements of ‘Trust’ could be ‘honesty’, or ‘integrity’. The next level down you are setting the ‘standard or aim’ of this element. For example, the aim could be ‘We want our Customers to Trust us’.

At the next level down is the measure. In this example this could be ‘the % of Customers who say they trust us’. The next step is the target for this measure. ‘95% of Customers will trust us’. Finally we have the initiatives. These are the things that we are going to do to improve this. At this point you will note there are a number of initiatives that you are currently undertaking that do not link through the Pyramid. Our challenge would be ‘why are you doing these if they don’t fit into your Customer Experience?’ therefore, a byproduct of the pyramid and the CE statement is to realign your initiative and focus resource on the things that will deliver your Customer Experience Statement and thus drives value to your organization.

Therefore you undertake an initiative to achieve the target, to achieve the measure, to achieve the aim that results in the Customer Experience of evoking Trust.

This is a Pyramid as this can be related to different parts of the organization. Marketing, Sales, Customer Service and so on. The beauty of this approach is it allows the delivery and the manifestation of the Customer Experience Statement to be different in each of these areas and the measures to be different; however they are all heading for the same strategic goal of improving the Customer Experience Statement.
A word of caution, as you are dealing with evoking emotions is now not something that is as easy as it looks, therefore we offer to run the first few workshops and train your people on how to do this.