Planning for a Successful Customer Experience Journey
A customer experience strategy is just a strategy, a roadmap that outlines your approach to creating a customer-centric culture. It takes the entire organization to successfully execute a customer experience strategy, not just the executive team, not just the frontline, and not just the CCO and her team overseeing the strategy. This strategy drives the customer-centric culture.
/> Customer centricity is a way of life, a way of doing business, a journey. It’s not just a project or something to check off your “To Do” list for this week. It’s woven into the fabric of everything you do as an organization.
/> What are some of the things you should consider as you make this journey? Well, glad you asked. Buckle up and join me for the ride.
/> Plan Your Journey
/> Without a doubt, you’ll want to begin with a plan. Fail to plan, plan to fail. You need to spell out clearly-defined objectives that need to revolve not only around the success of the business but around the customer – and how the two relate. And don’t forget your employees.
/> Start with your brand promise and your purpose. How will you socialize that with your employees so that they live by – and deliver to – it? What’s your purpose? Why are you in business? What’s your story? – href="http://www.futurelab.net/blogs/marketing-strategy-innovation/2012/08/planning_successful_customer_e.html?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed%3A+Futurelab+%28Futurelab%27s+Blog%29&utm_content=Google+Reader">Planning for a Successful Customer Experience Journey by Annette Franz Gleneicki
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