5 Ways to Create a Customer Experience Strategy - CX
Customer experience, also known as CX, is your customers' holistic perception of their experience with your business or brand. CX is the result of every interaction a customer has with your business, from navigating the website to talking to customer service and receiving the product/service they bought from you
- Reachability: What channels is your business active on? How are these channels being used?
- Convenience: in Service & Purchase?
- Personalization: How well does your business meet/ cater to individual customer needs?
- Simplicity & Ease of Use: Are service/informational channels optimized for mobile? Is the customer journey bogged down or straightforward?
- Flexibility:Is context about the customer being used and applied across all channels?