Customer Experience Strategy

The First Step to Building a Customer Experience Strategy – Understand Corporate Strategy

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy. Step 1: Understand Corporate …

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Set your path, plan your work and measure!

There is no single  magic formula to building a customer experience that works for every business. But based upon the work that I have done, and measuring results, I’ve found three common steps will put you on the right path to building a solid customer experience solution: