Glossary

CX Strategy

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What is CX Strategy?

A customer experience (CX) Strategy is an organization’s overarching plan to enhance customers’ experience in every step of the customer journey, from brand awareness to purchasing phase. Some key elements of a CX strategy include in-depth qualitative customer research, customer journey maps, culture change and other key elements that support the organization in creating a brilliant customer experience.

Suppose customer experience (CX) refers to the sum of a customer’s interactions with a business pre-and post-sale. In that case, customer experience strategy defines the actionable plans to deliver a positive, meaningful experience across those interactions.

A successful customer experience strategy should consider several critical factors, including consumer polling, data from the marketplace and competitive understanding.

What are the business benefits of CX Strategy?

  • An effective CX strategy builds customer loyalty and incentivizes them to keep coming back to the brand.

  • A cohesive strategy systematizes the CX process, creating efficiencies that ultimately reduce marketing operations costs.

  • A successful CX strategy creates customer information that can enhance and customize customer interactions with the brand and create lasting emotional connections between customers, employees, and brands.

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