Five Steps to Create Your Customer Experience (CX) Strategy - Step 1

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture.

The 5 steps to building a customer experience strategy.

Step 1: Understand Corporate Strategy

Step 2: Who are you as a company?

Step 3: What do your customers want?

Step 4: Redefine your mission statement

Step 5: Get CEO Buy In

Step 1: Understand Corporate Strategy.

When I’m working with a new company, one of the first steps that we have to take together is to build our customer experience strategy. All too often, I see executives dive into journey maps and listening posts without a clear idea of where they are trying to go. Knowing that you want to improve your customer experience is a start, but a dream without a strategy on how to get there is doomed to never be realized!

The first step that I take when working with a firm on their CX strategy is to fully understand what the corporate strategy is. Now – this may be an unpopular opinion, but a Customer Experience Strategy can’t be the only strategy that a company has. I’ve found that CX efforts are most successful when they are a component of an overall corporate strategy. Many places have three or five “pillars” to their strategy. When I think about CX, I think about it as one of those pillars. It is a very important pillar, but it isn’t the only one. 

Read the rest of the post here on my site!