84 percent of companies that strive to Bank Email List improve their customer experience (CX) strategy say they have increased their revenue, according to PwC’s Global Consumer Insight Survey . However, companies looking to deliver an outstanding customer experience face challenges today due to the high demands and expectations of consumers.To be successful, the experience strategy must be rethought and reorganized to accommodate these demands and bridge the gap between business goals and customer needs. Here are 10 steps to help you advance in today’s experience economy and develop a customer experience strategy.
The first step in a customer experience initiative is to conduct a situational analysis using qualitative and quantitative research. This includes in-depth customer and employee / stakeholder interviews, surveys, web analytics data, and user studies.Collecting this information will help you gain insights that will inform the development of your strategy to answer the question, “Where are we now?” The purpose of this research is to identify where business value, customer value, and opportunity align. Data analysis to understand your company’s business, customers and market in which you compete connects knowledge with strategy. This step in the customer analysis is crucial.
Collecting and analyzing customer data will provide critical information about your company’s existing and targeted customer base in terms of needs, wants, biggest pain points, and moments of truth. Once customer data is student mobile list analyzed, operatives can now paint vivid pictures or “people” of who your customers are. Each person is used to map these key customer journeys and the customer experience currently offered, summarized in a journey map. The customer journey map can be used to perform gap analysis to understand where the business is falling short to inform the new customer experience strategy.A diagram can be used to identify all of the brand touch points a customer interacts with to summarize their findings, as well as the relationships between other people, processes, and technologies working behind the scenes. Together, this creates the customer experience.This comprehensive picture identifies hidden relationships, root causes of customer experience failures, and provides the 360-degree view of the customer needed to deliver meaningful experiences.