Wednesday, June 13, 2018

Developing Your #CustomerExperience Strategy

Image courtesy of SaleMove
How do you develop a customer experience strategy and roadmap?

That was one of many questions I was asked during my recent interview with Dan Michaeli, co-founder and CEO of SaleMove and host of the podcast, The CX Show.

I enjoyed my conversation with Dan. We covered a range of topics, and it was the first time I was interviewed about the five-phase approach I take with clients when developing a customer experience strategy and roadmap. Intermingled with the discussion about my detailed approach were other related/relevant topics, including:
  • the evolution of customer experience over the last 25 years
  • the evolution from market research to voice of the customer - and technology's role in helping to bring about the shift, allowing for immediate access to customer feedback and behaviors
  • the importance of connecting employee experience and customer experience - and when to focus on each one
  • the convergence of employee experience and customer experience - what that means for the business and for the customer and the customer experience
  • the customer experience transformation - it's a 2-4 year journey, until it becomes the new normal, the new way of doing business
  • technology needs as part of the customer experience strategy
  • the future of customer experience, and
  • some book recommendations to help you along your customer experience journey

To hear the full podcast, follow this link. I hope you enjoy it! And, as always, if you have any questions or if I can help in any way, let me know in the comments below or by contacting me.

I like to listen. I have learned a great deal from listening carefully. Most people never listen. -Ernest Hemingway


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