The experience flower

We believe that to be truly customer-centric as a company and organisation, you need a framework and model to guide you on your journey to happy and loyal customers and better products.

We call our model for the experience flower, which we use to support our customers in their transformation

We are writing a practical book on how to create a more customer-centric product company.

Experience framework

Customer Management Flower Framework

The book is based on our Experience framework, model, and was created my Linda Öhling, House of CX and Jens Wedin, Studio Manfred in 2022. The model is used in the educational program at IHM Business School in Stockholm and has been used at larger clients in Sweden.

The framework is based on the following capabilities:

  1. VISION, STRATEGY, AND GOALS

  2. DATA, METRICS, AND INSIGHTS

  3. LEADERSHIP

  4. CULTURE

  5. ORGANISATION, TEAMS, AND ROLES

  6. CUSTOMER JOURNEYS

  7. CHANGE MANAGEMENT

  8. DELIVER VALUE

  9. OFFERS, SERVICES, AND PRODUCTS

Assess today

We start by assessing your current state when it comes to customer-centricity, by using our model as a guide. We often do this together with your organisation and your colleagues.

Define the future

The next step is to create a future vision, strategy, and roadmap. We base our way of work on nine different capabilities that we see are crucial for becoming truly customer-centric.

Create the change

When we understand where we are today, where we want to be in the future and have a plan to start working on the transformation. This work can be easy and small things to larger transformations.