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Research shows just one negative experience will cause 25% of your customers to stop doing business with you. Build a robust customer experience strategy by investing resources in five key areas.
Customer experience (CX), the sum of all touchpoints between you and your customers, is an often-underdeveloped element of business strategy. Consider how these five components in the CX value chain can be strengthened with additional planning and resources.
> Insights. Processes like market segmentation, persona development, and journey mapping can help you identify your customer and understand how to best interact during the entire customer experience.
> Technology. Implementing a CX strategy across all divisions and devices will require the right digital and mobile technology.
> Processes. Avoid frustration and confusion and ensure consistency in your customer’s experience by developing and properly training on a well-planned set of CX standards.
> Interaction. Empower employees with timely insights by capturing feedback in real time through a wellmanaged social media platform or post-interaction surveys.
> Data. Relevant consumer data and real-time analytics integrated across your organization allow you to monitor progress and adjust according to customer needs and market responses.