How to Define Customer Experience Strategy

Customer experience refers to the sum of every interaction a customer has with a business, both pre and post-sale. On the other end, customer experience strategy defines all actionable plans tow truck business put in place to deliver a positive and meaningful experience across all interactions. A successful customer experience strategy should take into account a number of important factors that include competitive insights, consumer research, marketplace data, vision as well as mission. When defining your customer experience strategy, you need to include all department that have customer facing roles. You also need to incorporate feedback and insights across the company.  That makes it easy for you to improve customer experience and relationship.

Defining customer experience Design

Customer experience design defines the process of designing a frictionless experience for your customers anytime they interact with a point of contact at an organization. It is based on improving processes that meet customer expectation and are easy and intuitive to follow. When looking to come up with a customer service plan, there are a couple elements you must incorporate;

Review your current customer service strategy

The first step in creating customer service strategy involves reviewing your current approach to customer support. The goal here is to determine what is working well for your business, as well as looking for areas that you can improve. If you are not sure on where to start, check with your company’s help desk or call center for key metrics that indicate success.  These may include metrics such as net promoter score, customer churn rate, customer satisfaction score among others. In case you find yourself scoring below expectations, you will need to dig deeper to understand your problems.


Creating customer journey map

Another important element of your customer experience strategy is customer journey map. A customer journey map defines an outline for all interactions between a customer and your business. It includes any pain points that customers face along the way while interacting with your business. Having this resource not only helps to identify any friction you have with customer experience but also helps to remove all challenges and replace them with anything that delights your customers.


Training your customer service staff

Once you are aware of the areas you need to improve, the next important step is to share that information with your team and train them on any new protocols that need to be developed moving forward. It is important that you share these findings with your staff even on situations where the news you need to share are not good enough. Doing so will help them understand why you propose making these changes. It is never a good idea to know your team is falling short of expectations especially in situations where other teams in your department are hitting their numbers.

You also need to define your customer expectations. Some customer expectations are fundamental, such as being always reliable and sharing a positive attitude. These are among the things customers will expect from your business every time they interact with you.


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