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For Customer Experience Professionals

Customer Experience Strategy Best Practices

October 25, 2011

By Paul Hagen with Harley Manning, Allison Stone

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Why Read This Report

Firms struggle when their customer experience strategy lacks critical details and fails to provide clear direction. The result: inconsistent execution and wasted effort. To orchestrate a consistent on-brand experience, firms need a strategy that clearly: 1) defines the intended experience; 2) directs employee activities and decision-making; and 3) guides funding decisions and project prioritization.
Tags: Customer Experience Management
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TABLE OF CONTENTS

  • Customer Experience Strategies Fall Short
  • Sound Customer Experience Strategies Perform Three Critical Functions
  • Stress-Test Your Customer Experience Strategy

  • RECOMMENDATIONS

    Get The Most Out Of Your Customer Experience Strategy
  • Supplemental Material
  • Related Research Documents

TOOLS & TEMPLATES

  • Best Practice Assessments:

    Test Your Customer Experience Strategy

 
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