7 Steps to Developing a Customer Experience Strategy


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According 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 the latest edition of TSIA’s “Inside Technology Services” provides 7 steps to guide you in developing your own customer experience strategy. Good stuff!

Republished with author's permission from original post.

Peggy Carlaw
Peggy Carlaw is the founder of Impact Learning Systems. Impact helps companies develop and implement customer service strategies to improve the customer experience. Their consulting services and training programs help organizations create a customer-focused culture while producing measurable business results. Peggy is also the author of three books published by McGraw-Hill including Managing and Motivating Contact Center Employees.


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