Customer experience (CX) comprises every interaction a consumer has with a business, from product discovery to post-purchase support. Everything a company does influences how the customer perceives the brand, if they feel satisfied, and whether they keep coming back. Building a strong CX program across an organization contributes to better brand loyalty, more repeat business,… Read more »
Tag: strategy
Strategic Decision-Making: Transforming Insights Into Action
What if we started to think of problems as strategic opportunities? When reframed from “challenge to solve” into “chance to change,” problems create a valuable time to capture diverse data and put new processes or systems in place. The higher-level thinking makes the business better long-term—and contributes to its vision and goals for the future.
Insights Distribution: Effectively Communicating Key Action Items
Organizations know far more about their customers than ever before. It’s picking out those actionable items – sometimes only two or three nuggets out of a treasure trove of information – and successfully communicating them to various audiences that will yield ultimate success.
Value Planning: The Connection Between CX Outcomes and Business Objectives
Launching any new initiative usually starts with three questions: Why are we doing this? Why is now the right time? What do we want to achieve? Consider a recent business project or a personal plan. Asking these questions defines the need, the urgency, and the end goal. The answers illustrate what is possible and why those opportunities are important right now.
Drive business success with a custom XM program roadmap
Who doesn’t appreciate a good roadmap? Through its evolution from accordion-folded paper the size of a poster to interactive app on a handheld device, a roadmap shows the way from where you are to where you want to go. Great, right? And whether you’re talking about a cross-country road trip or the journey to building a goal-oriented experience management (XM) program, a roadmap is an essential tool to help you get there.
What is Customer Experience Strategy?
The boss calls a meeting and starts with something like, “We need to reduce churn among our customer base,” or “We’re lagging on our quarterly revenue projections,” and maybe, “It’s time to roll out the new product line.” Then your boss asks the most important question, “What are we doing to do about it?” The answer: develop a customer experience strategy.
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