Envisioning | Enabling | Embracing | eXperience Level Agreements (XLAs)
“When a positive exchange between a brand and customers becomes quantifiable metrics, it encourages the brand to provide better service, customer service to do a better job, and consumers to actively show their gratitude.” ~ Simon Mainwaring
CitrusCollab's XLA Framework© is a method and technique to actually apply design thinking in the Discover, Dream, Design, and Deliver phases.
It starts by defining the desired experience in the form of an eXperience Level Agreement (XLA) question.
From there, we define the key customer experience wants & needs to determine what is really most important to the customer.
Next, we define our commitments or promises to address what is most important to the customer.
Then, we design exactly how we intend on achieving those customer commitments.
Finally, we determine what customer eXperience Indicators (XIs) questions to ask.
The XLA Framework is included in our classes... and coming soon, a class solely dedicated to the XLA framework!
In the interim, reach out to our team and to learn about how we have co-created solutions that have generated millions of dollars in new revenue streams with our approach.