Large companies trying to significantly enhance customer experience must create a plan to do so. This is because the ability to design and deliver amazing customer experience will not just happen all by itself. Read on to learn 6 tricks that the marketing world doesn’t want you to know! This is where a customer experience strategy comes into play.
- Customer experience is a team sport. This means it isn’t managed or controlled “just” by marketing. Or operations. Or IT. It means that every part of the organization needs to understand the strategy, their role, and the dependencies across the org to enable it.
- Beyond departmental or functional understanding, employees needs to know their role, what their responsibilities are, and how they are empowered to deliver on the strategy.
- From supporting the delivery of the multichannel experiences your customers demand to deciding where to focus resources, your CX strategy needs to be well understood across the enterprise and consistently used as a lens for planning and decision making.
“Customer experience design and innovation are core disciplines of CX leaders.”