Today is a special treat – a guest post from Annette of CX Journey. You should definitely subscribe to her blog – a great read!
Planning for a Successful Customer Experience Journey
By Annette Franz Gleneicki
A customer experience strategy is just a strategy, a roadmap that outlines your approach to creating a customer-centric culture. Customer centricity is a way of life, a way of doing business, a journey. It’s not just a project or something to check off your “To Do” list for this week. It’s woven into the fabric of everything you do as an organization.
It takes the entire organization to successfully execute a customer experience strategy, not just the executive team, not just the frontline, and not just the CCO and her team overseeing the strategy.