Hence, common sense says customer experience (CX) insights should be a determinant of corporate strategy . . . and certainly not an afterthought or altogether separate! As a determinant of corporate strategy, think of CX insights as part of a trilogy including financial and people stewardship
Health of your customer experience strategy depends on how well it reflects your business ecosystem. Think about it: every CX program can only do so much in and of itself -- you'll need cooperation and collaboration of multiple parties, you'll need to time things according to business rhythms, you'll need to embed CX insights into tactical and strategic decision-making across your whole company
✔ I would encourage you to reevaluate your 2024 CX strategic plan & ask yourself if your organization is delivering an AUTHENTIC experience, in alignment with your brand promises, to your customers, employees, & community?
I think that organizations (or more precisely, the managers that lead CX) that have already decided to move forward and improve their CX, are feeling the same: you probably know where to start – with the customer journey mapping and design, of course
What is customer experience strategy? A set of tactics or a program is often labeled "strategy", but let's not be fooled by semantics
2 Comments - "Customer Experience Strategy is Uncommon". I think everyone wants CX or good or great CX, but they don't know what it means and don't know what they want to achieve (except for keeping the boss off their backs). Even CX elements like VOC seem to lack a strategy and goal
If you find yourself among the organizations that haven’t fully aligned employee recognition and rewards to your customer experience (CX) goals, it’s time to create an environment that reinforces the behaviors employees need to demonstrate to keep your customer promises every day
Here are four provocative questions that emerge from the context provided: How can CX professionals argue for the long-term benefits of CX investments in light of evidence suggesting short-term financial gains despite poor CX practices?
3 Comments - These examples all pair a clear strategy, with a well-aligned customer experience, and strong execution. A critical role CX plays in these organizations is "know your customer and their needs."
“Return to normal” CX strategies are business performance quicksand
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