420Experience
This reflects the overall impression that customers get from interacting with your brand, a key concept in the field of Customer Experience (CX) management.
The statement
The EXPERIENCE of your customer journey is helping you to achieve your goals.
One statement per role slot, scored against the goal set in Step 2 on the Maturity Ladder, never 0. As a question: Is the EXPERIENCE of your customer journey helping you achieve your goals?
The sub-questions
| Code | Sub-question | Statement |
|---|---|---|
| 421 | Reflect Customer Identity | For each moment, your brand answer has been adapted to your customers identity. |
| 422 | Satisfies Objectives | For each moment, your brand answer has helped customers to achieve their goals. |
| 423 | Leave nothing to chance | For each moment, your brand answer is consistent in time and space, leaving nothing to chance. |
| 424 | Meets Expectation | For each moment, your brand answer has clear expectations and delivers it consistently. |
| 425 | Sustainability Sustainability Zoom | For each moment, your brand answer is compatible with the concept of sustainability. |
Evidence profile, Mode 2: each sub-question is scored on the Maturity Ladder and the dimension takes their rounded mean (an exact .5 rounds down), which can be 0, Mixed. Sub-questions ending in 5 are the Sustainability Zoom: they enter the mean when sustainability is a strategic objective.
Its role in the nine postures
| Code | Archetype | Role | Target |
|---|---|---|---|
| A1 | Disruptive Newcomer | Not among its ten role slots | |
| A2 | Efficiency Machine | Secondary Brake (S) | ≥ +1 |
| A3 | Brand Evangelist | Not among its ten role slots | |
| A4 | Stagnant Leader | Fatal Brake (F) | ≥ +2 |
| A5 | Pivot Pioneer | Not among its ten role slots | |
| A6 | Value Harvester | Fatal Brake (F) | ≥ +2 |
| A7 | Scale-Up Guardian | Fatal Brake (F) | ≥ +2 |
| A8 | Niche Expert | Not among its ten role slots | |
| A9 | Category Creator | Not among its ten role slots |
The role comes from the posture, not from the dimension: 420 Experience holds a role in 4 of the nine postures. A Growth Driver that is also a Vital 8 dimension carries one score, with the target of its Vital 8 role.