The First Step to Building a Customer Experience Strategy – Understand Corporate Strategy
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
After you’ve done this, start to id your holes.