Create a Customer Experience Strategy

Malcolm Carlaw (President of our Thought Leader partners, Impact Learning Systems) warns that because social media and virtual communities have trained customers to want and expect more, all your customer touchpoints need to focus on improving customers’ business success. To achieve this, you must create a customer experience strategy that includes:

  • clear corporate service values and a culture that reflects them
  • the ability to measure how you deliver on your value promise at every customer touchpoint
  • extending your customer reach across channels and “into the clouds”
  • engaging customers in meaningful dialog about their experience with your company
  • appointing a Chief Customer Experience Officer (CCEO) to coordinate delivery of your value promise across the enterprise

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