According to Forrester Research, 86% of companies say customer experience is a top strategic priority, and 76% of companies seek to differentiate based on customer experience, but what can companies really do to stand out?
This is a loaded question and I believe that many companies say the right things and attempt to do the right things, but in many cases; efforts either fall to the wayside – or aren’t much different than the next. It’s vital for companies to not only come up with a strategic plan, but to follow-through and ensure actionable steps are taken. Everyone involved needs to be held accountable and successes need to be monitored and measured, tweaking the plan as needed.
Paul Hagen discusses several examples of the realities which you can read about on the Forrester Blog in his recent post: “Differentiating on Customer Experience“.
