NICE is a People and Organizational Development Program that enables the Transformation of Process/Operations driven companies into Customer Centric Organizations.
The objective of NICE is to help Leaders to revolutionize the way their companies deliver Great Customer Experiences.
The secret of success in the current Experience Economy is being NICE. To be NICE it is important to understand 6 fundamental principles:
1) The Employee Experience comes first, because people have a hard time delivering a happiness they don’t have.
2) There is no higher purpose than Service to others
3) Processes must be Reviewed, Tools must be Updated, People must be Developed and the Culture must be Changed to allow a Transformation of the entire organization towards Great Customer Experiences
4) As the Customers are constantly evolving, Innovation is fundamental to create differentiation through CX.
5) Technology must be embraced, but CX requires a humanistic way of using it.
6) The Customer must be in the Center of everything your company does.
The NICE Program is a companywide initiative that tries to address all the aspects related to the impact that a company causes on its Customers’ Experiences.
The entire Customer Journey must be considered, from the Expectations created by the company’s brand to the disposal of the product being purchased. In between the 2 extremes, the Expectations created by the marketing and social media must be considered, as well as the sales, contracting, delivery, aftermarket, performance, user interface, customer services and many other aspects that affect the Customer perception of a company’s commitment to the Customers, as a consequence, defines how likely this Customer will continue doing business with this company and how this Customer will recommend this company’s products and/or services.
As it is impossible to be perfect in every aspect, the NICE Program helps to identify the majority and most relevant aspects affecting the Customer Experience and creates a hierarchy of priorities based on their impact and associated costs to allow the company to make the least investment with the highest return in the Customer Experience.
The concepts of the NICE Program can be delivered in many different ways, to individuals or companies, on a self guided or a consultant guided manner. Click the “Learn More” button on this page to learn how this methodology can be better delivered to you or your company.
Below you find the 8 modules of the NICE Program that explain how this companywide improvement of the Customer Experience is delivered and how to get people engaged on this movement of change
Context: Understand where we are in terms of CX and identify the Gap between where we are and where we need to be.
Benchmarking: Figure out who are the companies that apply the best practices that we need to bridge the Gap identified in our CX Journey. Here we understand who defines our Customers’ Expectations for us to learn from them, ideally forming a Partnership with the Best in the Marketplace.
CX Mapping: Here we discuss how to map the entire Customer Journey, to define a Hierarchy of Needs for improvements of our CX. This is a very comprehensive analysis to find out how our Customer’s Expectations are created by our Brand.
The Essence of NICE: This module talks about the various levels of performance related to the Customers’ Expectations and how we have to develop our people for them to deliver Great Customer Experiences.
Triple “A” Organization: A very hands on approach is needed to review the Processes, Update the Tools, Develop People and Change the Culture. In this module we discuss how and help to create the Action Plans.
Knowledge Sharing: This module shows how we can map the knowledge inside our organization, so we can guarantee that this knowledge is available to all people that need it to deliver the Great Customer Experience.
Right People at the Right Place: People that are happier and love what they do are much more productive and much more capable to deliver Great Customer Experiences. In this module we discuss how you can map people’s profiles to move them around to their place of highest performance.
The True Meaning of Service: Here we learn that there is no higher Purpose than Service to Others, and how we can empower our people for them to meet the Customers Expectations.