Three Simple Concepts To Keep In Mind When Deploying A CX Strategy

Customer Experience And Your Bottom Line

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89% of organisations intend to compete primarily on customer experience in 2016 – Gartner Group

When deploying a new CX (Customer Experience) strategy or updating your existing CX strategy, there are three simple concepts to keep in mind.

1. ALIGN YOUR CX AND COMMERCIAL STRATEGY

Your organisation’s CX strategy needs to align with your commercial strategy, and at times they should influence each other. Far too many organisations have ambitions to ‘grow’ when they don’t have the ‘basic customer experiences’ in place for existing customers. If alignment is achieved, organisations can use the customer experience as a vehicle to grow.

In today’s highly competitive environment, CX is one of the most powerful weapons at your disposal to obtain a clear advantage over your competitors products and services. Moreover, CX is a weapon that will protect your brand, your products, and your customers.

2. ALL IN

Even then, a strategy is useless unless people within the organisation believe in it and care about it succeeding. Having buy in from the senior executive team is paramount to the success of any form of CX strategy.

3. ARTICULATE THE BENEFITS

Finally, articulate the commercial benefit of improving the customer experience. This not only helps when making some of those tough customer vs commercial decisions, but shows that customer experience activities can actually bring about commercial gain.

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