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7 Steps to Developing a Customer Experience Strategy Peggy Carlaw

7 Steps to a CE Strategy crop1 7 Steps to Developing a Customer Experience StrategyAccord­ing to Michael Maoz from Gart­ner, exec­u­tives are try­ing to re-engage with cus­tomers through cus­tomer ser­vice, and cus­tomer expe­ri­ence in par­tic­u­lar. Eighty per­cent of exec­u­tives believe that cus­tomer strat­egy is more impor­tant than it was three years ago. Ninety to ninety-five per­cent of exec­u­tives expect cus­tomer expe­ri­ence will be part of their spe­cific com­pet­i­tive dif­fer­en­ti­a­tion in the next two to three years.

The arti­cle, "Devel­op­ing a Cus­tomer Expe­ri­ence Strat­egy in a Cloudy World," fea­tured in  TSIA's "Inside Tech­nol­ogy Ser­vices" pro­vides 7 steps to guide you in devel­op­ing your own cus­tomer expe­ri­ence strat­egy. Good stuff!

Peggy Car­law is the founder of Impact Learn­ing Sys­tems, a lead­ing train­ing com­pany spe­cial­iz­ing in improv­ing com­mu­ni­ca­tions between front-line employ­ees and cus­tomers. Peggy is co-author of sev­eral books pub­lished by McGraw-Hill, includ­ing Man­ag­ing and Moti­vat­ing Con­tact Cen­ter Employ­ees and The Big Book of Cus­tomer Ser­vice Train­ing Games.
3 7 Steps to Developing a Customer Experience Strategy
Peggy Carlaw
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  • http://www.bestlegalmarketing.com/developing-a-business-plan/customer-experience-disciplines-part-one-strategy/ Cus­tomer Expe­ri­ence Dis­ci­plines, Part One: Strat­egy | Best Legal Marketing

    […] craft­ing a cus­tomer expe­ri­ence strat­egy. Devel­op­ing a strong cus­tomer expe­ri­ence is also key to retain­ing an edge over the […]






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