Hi All, Does anyone have any tips for writing a customer experience strategy. I have a procedures in place for service but want to have an overarching strategy.
Are their some main points / headings I should ensure I cover off?
Hello [USER=115170]@Sarah-mc[/USER] customer experience (CX) is not a strategy its a process (or maybe a policy). It is all about how you and your staff work with your customers to ensure that their experience is first rate. The CX is part of your overall business strategy and so your expectations for the positive outcome of the customer interaction should be reflected in the business plan.
In terms of expectation put yourself in the place of the customers, what would your expectations be?
Document those and communicate them to your team (if you have one) and look at impediments to delivering on those expectations.