How to create a successful customer experience strategy for your business:

  • Understand The Client Business Logic – What’s the Big Problem To Be Solved? How will we know when it is?
  • Audits: Tech Stack, Digital/Social Assets (What exists?)
  • Deep Dive Customer Insights – Who are they? Where do they “live”? What do they want?
  • Generate Customer Avatars – Specific, Highly Targeted, Languaged, Personal
  • Create The Big Idea – Solve The Problem – Deliver Value > Conversion & ROI (RoX – Return on Experience)
  • Disrupt, Disturb – Find unique differentiators – message, method, model, marketing
  • Map the User Journey – Integrated, OmniChannel

Mapping The Customer Experience Strategy

This is an important step in creating a usable customer acquisition , retention and referral strategy.

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