How to Build a Customer Experience Strategy
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ABC
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Customer Experience Strategy Checklist
Completed?
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1. Measure your current customer experience to identify shortcomings and points of excellence in your current customer experience strategy
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a) Create and publish a customer survey
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2. Reach out to customers who have been directly affected by these shortcomings
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a) Send offers to unhappy customers
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b) Ensure that the cause of their unhappiness is dealt with
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3. Take advantage of your current points of excellence
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a) Replicate your strengths across all possible areas
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4. Build a customer journey map with the data you have collected
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a) Decide which stages you need to include to best fit your business model
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b) Use a template to build each customer journey map
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5. Identify the least successful stages in your customer journey
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a) Identify the things that need to change to improve the KPI's in each stage
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6. Make the necessary changes to your business
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7. Optimize the ROI of your customer experience strategy
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a) Capture leads
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b) Upsell
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c) Customer contact (loyalty)
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