Customer Experience Strategy

In 2010, executives report a lack of customer experience strategy as their biggest weakness.¹ Half of all companies lack a customer experience management process.² But internal understanding of the brand is taking root: over the past year, the most improved CEM competency in companies was: employees fully understand the attributes of our brand.¹

Develop a customer experience strategy. These additional CEM competencies are guidance for developing an effective strategy:¹
1) Employees across the company share a consistent and vivid image of target customers.
2) Decision-making processes systematically incorporate the needs of target customers.
3) Quality of interactions with target customers is closely monitored.
4) Employees across the company are recognized and rewarded for improving the experience.


Find out how to develop a customer experience strategy in these 4 competencies, by downloading this new whitepaper: 

Employee Engagement in Superior Customer Experience.


¹State of Customer Experience, Forrester Research, 2010.
²Obstacles to Customer Experience Success, Forrester Research, 2008.