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Sep 28, 2020

Do You (Really) Have a Customer Experience Strategy?

by Kathy Edens

If the C-suite asked to see your customer experience strategy, what would you share? Do you have a cohesive game plan, or do you have a bunch of mismatched spreadsheets from various customer touch points? If this thought brings panic, don’t worry—not everyone really has a customer experience strategy. Econsultancy and Adobe’s 2020 Digital Marketing Trends Report asked their audience what their company’s most exciting opportunity is for 2020. Top results?   Optimizing the customer experience Creating compelling content for digital experience Data-driven marketing that focuses on the individual Using marketing automation to increase efficiency and yield Video to increase brand engagement Countless studies have shown that a better CX increases ROI. From increased average growth revenue to a greater total return to shareholders, investing in CX will be more than worth it for your company. All this might not be news to you, but building a solid strategy of actionable plans to boost your customer experience might. Companies find that they have silos of CX information in separate spreadsheets and nothing in a central location. Granted, everyone’s workload is pretty solid, but a clear CX strategy in place for all to share makes it easier to create the kind of customer experience you need. So, if you want a positive, meaningful CX across every interaction a customer has with your business, create a strategy. What you need for a CX strategy A CX strategy is a plan that serves as a framework for every department in your company to […]

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