Mobilize Your Customer Experience Strategy

February 13th, 2015

Deanna Laufer

With contributors:

John Dalton , Samuel Stern , Curt Nichols

Summary

Great customer experiences are built on solid strategies executed by people sharing a common vision. But if they look closely, most companies will find that their employees don't have a shared understanding of the intended customer experience (CX). That's because few CX professionals communicate strategies consistently and regularly with all of their colleagues. For those in this muddled situation, this report describes a four-phase communication approach that CX pros can use to mobilize their CX strategies.

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