CX COMMUNICATIONS
Quarterly CX Newsletter (QCXN)
For customer experience (CX) to be successful within any organization, it must be a shared goal and effectively communicated across all levels of the organization. There are many ways this can be accomplished but an extremely effective way is to issue periodic updates in written format that can be read and absorbed by employees at their own time and pace. In the same way that quarterly financial progress is often reported internally to keep employees motivated, progress with customer experience programs should receive just as much visibility. The Quarterly CX Newsletter was developed for this very purpose.
What HorizonCX can do for you…
Based on VOC data, CX insights, and other accomplishments such as progress with pain-point resolution and employee success stories that you provide to us, HorizonCX will take that input and develop specific and relevant content with a conclusive storyline. As seasoned CX experts, we understand how to build a convincing story around your CX data and present it in such a way as to inform and educate employees at all levels within your organization.
2. Designing and building an appropriately branded 2-page quarterly document
This newsletter will be designed with your branding style and corporate colors to look as if it were designed and built by your organization and appear as part of the family of any other internal communications your company has developed. Below are examples what is and what could be included in a typical quarterly newsletter.
INCLUDED
- A branded masthead and logo consistent with your official look and feel
- Formatted layout that captures employee attention with relevant headlines,
- Quarterly CX Results (high-level metrics from each division or business unit)
- Employee success stories based on content provided or arranged interviews (special recognition to specific employees or awards)
- Changes and Improvements in Operations (changes based on customer feedback)
OPTIONAL
- Responding to Customer Feedback (how the organization handled any immediate issues)
- Customer Testimonials (specific quotes from delighted a customer within a business unit)
- Employee Recognition (a story that highlights a special employee-customer relationship)
- Community Commitment (any community involvement by the organization)
3. Delivering a print-ready PDF
Once we obtain your final approval of the content and layout, we deliver to you a print-ready (PDF) of your quarterly newsletter. Delivery times will be determined by project scope and availability of data.
CX Annual Report (CXAR)
After several years of gathering VOC data including key customer satisfaction and loyalty metrics, a success story may be starting to emerge that you wish to share with others. For that reason, HorizonCX has developed and offers you a CX Annual Report in several sizes or versions to help you highlight your success in CX to external audiences—your clients and other potential clients—in order to preserve and enhance current client business and to leverage future business.
What HorizonCX can do for you…
Based on VOC data and insights that you provide to us, HorizonCX will take that input and working closely with you will develop a storyline as to what kinds of insights were obtained and how those insights will result in changes that will benefit the customer. As seasoned CX experts, we understand how to build a convincing story around your CX data and present it in such a way as to delight your customers and any would-be customers that are considering coming on board as your client.
2. Designing and building an appropriate sized annual report
One size does not fit all situations so we have three options from which you can choose. All options are based on an 8.5 x11 inch brochure format and come in either 4-page (small), 8-page (medium) and 12-page (large) sizes depending on the amount of content you wish to include. This report will be designed with your branding style and corporate colors to look as if it were designed and built by your organization and appear as part of the family of any other collateral your company has developed. Below is an example of what is typically included in the large formatted report.
- Message from Leadership (what this report is about)
- About the organization (briefly describing the scope of business
- VOC Methodology and Results (how customer feedback was collected and high-level metrics)
- Responding to Customer Feedback (how the organization handled any immediate issues)
- Changes and Improvements in Operations (changes that will result from customer feedback)
- Recognition and Awards (any industry awards such as JD Power if applicable)
- Customer Success Story (one or two case studies)
- Customer Testimonials (specific quotes from delighted customer)
- Employee Recognition (a story that highlights a special employee-customer relationship)
- Community Commitment (any community involvement by the organization)
3. Delivering a print-ready PDF
After an extensive design and review process and once we obtain your final approval of the content and layout, we deliver to you a print-ready (PDF) of your customized full-color CX Annual Report. If desired, we can optionally quote you separately for print production. Delivery times will be determined by project scope and availability of data.