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Published on November 9, 2018 |
Research shows just one negative experience will cause 25% of your customers to stop doing business with you. Build a robust customer experience strategy by investing resources in five key areas.
Customer experience (CX), the sum of all touchpoints between you and your customers, is an often-underdeveloped element of business strategy. Consider how these five components in the CX value chain can be strengthened with additional planning and resources.
Insights. Processes like market segmentation, persona development, and journey mapping can help you identify your customer and understand how to best interact during the entire customer experience.
Technology. Implementing a CX strategy across all divisions and devices will require the right digital and mobile technology.
Processes. Avoid frustration and confusion and ensure consistency in your customer’s experience by developing and properly training on a well-planned set of CX standards.
Interaction. Empower employees with timely insights by capturing feedback in real time through a wellmanaged social media platform or post-interaction surveys.
Data. Relevant consumer data and real-time analytics integrated across your organization allow you to monitor progress and adjust according to customer needs and market responses.