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For Customer Experience Professionals

Why You Need A Digital Customer Experience Strategy

It's Time To Back Up The Claim That Digital Customer Experience Is Important

May 18, 2011

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  • By Ron Rogowski
  • with Moira Dorsey,
  • Paul Hagen,
  • Vidya L. Drego,
  • Allison Stone

Why Read This Report

Companies say that digital touchpoints are critical to their customer experience efforts but don't have an approach for multi-touchpoint experience, don't know customers' expectations, and don't know how to represent their brands. The problem is only getting more challenging as users' demands widen across an expanding array of digital touchpoints. Customer experience professionals at firms where customer experience is a stated strategic priority need a plan that guides activities and investment in digital customer experience. This report outlines the key elements of a digital customer experience strategy, where it derives from, and how firms can get started building a strategy that's right for their brands.

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  • Customer Experience Is A Top Priority
  • Firms Want To Differentiate Based On Experience
  • Online Channels Get Top Priority For Customer Experience Improvement

Table of Contents

  • Firms Say That Digital Customer Experience Is Important But Fail To Execute
  • If Digital Customer Experience Is A Top Priority, Then You Need A Strategy For It
  • Build The Right Digital Customer Experience Strategy For Your Brand
  • recommendations

  • Craft Your Digital Customer Experience Now
  • Supplemental Material

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