ECCP: Next Practices

How well does the company make use of new experience environments vis-à-vis its customers?

To what extent are the company’s internal processes interactive with customers?

To what extent do the company’s interactive employees create new two-way interactions with customers?

To what extent are the company’s offerings to customers provided via interactive platforms?

To what extent is a customer community engaged in the customer experience?

Does the company use a network of internal and external resources to support customer interactions?

To what degree is experience co-creation institutionalized within the company’s processes?

Do the company’s ECC initiatives create direct value outcomes?