CX (Customer Experience) a driving force for success
Here's how we made CX (Customer Experience) a driving force for our success. Our experiments finally paid off, first, we have sized up the problem and look at the impact of the current situation.. the questions we tried to answer in our marketing experiments to achieve a perfect mix of the customers' journey throughout our business operations. Have we lost channels of engagement or business? Have these channels been replaced by new channels? Have these lost channels of engagement been replaced by new signals? etc etc.. The 5 Steps which worked to Improve our CX Strategy are: 1. Assemble the right team The first thing in any project is choosing the right team. Identifying the right employees who possess the skills and authority to help plan and execute the CX strategy, from each business department. 2. Choose the right metrics Measurement is valuable. By eliminating noise, trashing the unwanted, we focused on metrics that gauge progress towards a specific business outcome. We e