A Customer Experience Strategy is a plan to ensure every interaction with your customers throughout the different touchpoints provides the best experience. This strategy focuses on customer-centric thinking to provide consistent customer satisfaction, build customer loyalty and promote a positive, friendly environment that will leave a great impression on customers.
A Customer Experience strategy is useful for everyone involved in the customer journey and so can be as broad or narrow depending on the layers of the customer journey map that you wish to focus on.
Depending on the layer of the customer journey map you are seeking to improve, you can appropriately devise strategies to work on and improve the overall experience of your customers.
It can be easy to think of focus areas by looking at your customer journey map and then narrowing down on the layers you have identified to establish what problem areas your organization specifically needs to resolve or work on.
An example of a focus area for a Customer Experience strategy could be Top Satisfaction.
Focusing on objectives within this area can help you narrow down further into the goals you want to focus on in these areas. The objectives you set can be SMART objectives so that they epitomize clear and succinct end targets for you and your team to work towards.
An example of some objectives that fall under Top Satisfaction can be; Create a personalized customer care service; Deliver excellent customer experience through client support and education; Improve customer adoption process.
Whilst you can also track and measure the progress of your objectives, it’s also extremely crucial to set up smaller measurements that you can track and measure to monitor your progress.
Examples of KPIs that can measure this objective: Improve customer adoption process are Develop 20 new email response templates to streamline customer implementation stage, and Reach customer engagement threshold to 100%.
You can accordingly set up specific end dates or a time period that you want to achieve these KPIs.
After thinking about some KPIs, you may wonder how can these KPIs actually be achieved? This is where creating some projects becomes extremely useful. Projects can serve as tangible actions that you follow to achieve your end objectives.
Examples of projects that can support your Top Satisfaction focus area can include: Enable a 24/7 customer service hotline, Manage social media customer interaction, and Utilize customers in the design process to gain feedback to input into products.
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