The CX Live!
The CX Live!
Jan 13, 2020
The CX Live! Ep 2: Center Builds & Renovations w/ Russ Fowler
Play • 29 min

In this episode, Russ Fowler discusses best practices in regards to planning for and opening a new center or renovating an existing one. Best efforts in planning and thinking through the customer journey should help alleviate some of the difficulties associated with these types of endeavors. 

Episode highlights: 

  • Thinking about and creating personas to help jumpstart the planning process. What do your customers know about you and how do they feel?
  • Budget strategy - securing a budget first VS pricing out potential options
  • Identify key stakeholders by mapping out who, when and how early you engage them in the planning process. 
  • Talking to people on the front-lines to see what works, what doesn’t, and additional insights.
  • What to look for along the way and how to avoid bumps in the road.
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