WHAT IS CUSTOMER EXPERIENCE STRATEGY?

What is Customer Experience Strategy? Customer experience is the total of all interactions between an individual and a company during all interactivity in the consumer journey. Hence, is the customer experience a relatively new idea? Certainly, the customer experience isn’t a new concept. However, it is a comprehensive approach to the entire customer journey across various channels from marketing to sales, from purchasing to engaging to recommendations.

To understand how customer service strategies relate to the Customer Experience, it’s important to understand how communication channels influence the experience. For instance, marketing channels like advertising, PR, event promotion and distribution, are highly targeted and can be very specific. In contrast, customer-service channels like sales, after-sales service, after-purchase service, and online inquiry process can be broad and extend to a wide variety of individuals and industries. This difference helps explain why Customer Service and Customer Experience are two radically different concepts. Below we discuss each concept and how they intersect:

How is Customer Service defined in terms of the Customer Experience? This includes defining the processes and tools that a business uses to measure and improve customer satisfaction and ultimately customer loyalty. For instance, how would you measure customer service? The five elements of customer service are: promptness, effectiveness, satisfaction, and completeness.

Customer CX Strategy What is Customer Experience 2.0? The first step to truly leveraging your customers’ experience data is to create an integrated CX strategy. One example of this strategy is Customer CX Strategy (CS Strategy), which provides companies with the insight they need to engage their customers more deeply. Customer CX Strategy is based on three foundational elements: customer understanding, effective communications, and a commitment to continuous improvement. CS strategy is continuously evolving as customer expectations and data become more complex and dynamic.

What is Customer Experience Strategy? The second step in customer strategy is to identify current customer challenges and review your processes to ensure your are proactively addressing these issues. There are many customer experience strategies that are being developed and implemented across the industry. The following customer experience strategies include: social media strategies, strategic alliances, data and analytics initiatives, and the ever-changing gamification of customer service.

What is Customer Experience Strategy? KPIs are quantifiable metrics that allow you to track progress and set goals against your metrics. One of the best KPIs to track is “customer satisfaction.” Simply measuring “customer satisfaction” against a particular metric like “number of tickets issued” is not enough to determine if your strategies are serving your customers or not. Instead, your “KPIs should be reflective of how well your strategies are serving your customers.” Social media analytics, strategic alliances, and data and analytics initiatives will help you measure this, the better business outcomes.

What is Customer Experience Strategy? Customer insight and data are critical to the success of any Coyote operation. These insights and data are used to support every facet of the customer experience design process from research and data analysis, to technical and strategic engagements, to training and support. An “opinion” of a customer can often be the most useful way to determine whether to create a new customer segment, or whether an existing segment needs improvement. Data and analytics provide Coyote researchers with insight into how the customers use their day-to-day business, what they do when they are not using the product, and what their preferences are.

What is Customer Experience Strategy? To get a group of highly trained researchers to develop and document a set of metrics on the key components of customer service, training, and support in your company. This information is then used to create an important framework for measuring and designing the customer experience strategy necessary to support the customer, and drive growth.