Our Process for Stakeholders by Design®

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Objectives:

Identify, Analyze, MAP, & Prioritize

  1. Identify primary and key stakeholders at enterprise/agency across all programs
  2. Analyze major enterprise/agency interest, influence, impact, advocacy, risks, contribution, and opportunities
  3. Analyze individual stakeholder’s interest, influence, impact, advocacy, risks, contribution, and opportunities
  4. Analyze relationships among stakeholders
  5. Map enterprise level/agency and individual stakeholder across all in incumbent contracts & Programs
  6. Map enterprise level/agency governance model
  7. Prioritize and determine nature of stakeholder management strategy and tactics

Input

  1. Stakeholder interfaces, management strategy and communications plan

Engagement Specific

  1. TBD during initializing workshop
  2. TBD
  3. TBD
  4. TBD

Architecture

our-process-pg-architecture

Maturity Levels: Stakeholder Feedback System

Level 5: Integrated & Innovative

  • 360-degree view of customer using integrated stakeholder feedback
  • Stakeholder feedback drives strategy based upon understanding stakeholder comments
  • Customer-centric culture is anchored and reflected in solutions, services, processes, and reflected in metrics
  • Effectively leverage internal, partner, and customer promoters
  • Benchmarked for best practices in customer experience management

Level 4: Invested & Embedding

  • Utilization of best practices in customer experience management
  • Awareness of stakeholder feedback as a corporate asset
  • Customer segmentation based upon customer economics and advocacy
  • Executive sponsorship and collection of the right information beginning to influence long-term strategies
  • Feedback used for organizational and employee development and continuous operational improvement; effective change management

Level 3: Involved && Committed

  • Begin to implement systematic, repeatable, and targeted stakeholder feedback processes including closing the loop
  • Pockets of customer-centric culture surface
  • Growing awareness of customer economics and business impact
  • Stakeholder feedback used in more proactive manner; does not yet influence long-term strategies

Level 2: Informed

  • Some executive sponsorship
  • Researching and learning
  • Getting organized
  • Begin to collect and act upon the right information; response is reactive

Level 1: Interested

  • Do not know how to use stakeholder feedback
  • Non-existent or ad hoc and inconsistent stakeholder feedback solicitation and analysis

LOYALitix Stakeholders by Design®

Planning for Success

  • Strategy
  • Customer Goals, Benchmarks, & Metrics
  • Employee Goals, Benchmarks, & Metrics
  • Experience Pathways
  • Partners & Suppliers
  • Shareholders

Customer Economics

  • Segmentation & Valuation
  • Financial Outcomes
  • Detractors
  • Passives
  • Promoters

Change Management

  • Culture
  • Executive Sponsorship
  • Employee Engagement
  • Partner Engagement
  • Customer Engagement
  • Focus & Alignment

Operational

  • Organizational Structure & Support
  • Process & Feedback Mechanisms
  • Tools
  • Governance
  • Internal Metrics

Feedback & Analysis

  • Data Integrity
  • Analysis & Correlation
  • Data Integration
  • Reporting

Closing the Loop

  • Front Line (Customer Facing)
  • Management (Cross-Functional) Management
  • Executive (Strategic)
  • External Stakeholders
  • Organizational Learning