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Your Customer Experience Strategy and Journey Maps

Posted in Customer Experience

According to Forrester, 86% of companies say customer experience is a top strategic priority for 2011; 76% seek to differentiate based on customer experience; 46% have a company-wide program for improving customer experience currently in place and another 30% are actively considering it.

What is the right customer experience strategy for your company? Again, according to Forrester, The right customer experience strategy is the one that will help you:

  • Paint a vivid picture of how your company wants its customers to perceive it across all three levels of the customer experience pyramid: usefulness, ease, and enjoyment.
  • Guide decisions about what you need to start doing, stop doing, or do differently in order to create a differentiating experience.
  • Justify funding and prioritize the projects that get funded.

Customer Journey Maps offers strategic insight with an outside-in perspective and identify critical parts of your customer’s experience, including satisfaction, pain points, gaps and disconnects in service, emotional responses, and brand impact.

 

 

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