For Customer Experience Professionals

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	October 25, 2011 Customer Experience Strategy Best Practices by Paul Hagen with Harley Manning, Allison Stone	Average: 8  (4 ratings)

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Executive Summary

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.

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

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