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.