Customer Experience Strategy in 2020 For Enterprises & Contact Centers

Posted On: February 14, 2020 |  5 mins read 762 Views

Customer Experience Strategy

Customer experience is the total of all experiences the customer has with the business. It is based on all interactions and thoughts about the business. Customer Experience Strategy is the main thing that every business should focus on.

Every interaction that a customer has with your business, whether it is talking to customer service reps, receiving the product/service they bought from you or navigating the website is the outcome of CX. All the experience faced at these touchpoints impacts your customers’ perception and their decision to keep coming back or not—so the great customer experience strategies are must to adopt.

“According to a large study by PWC, 73% of us say the customer experience is an important factor.”


What Is A Customer Experience Strategy?

A customer experience strategy is a process of defining, planning and documenting an organization-wide approach to improve customer experience. Planned CX strategy helps to meet business goals.


Importance of Customer Experience Strategy

A customer’s ‘experience’ with your brand is a never-ending process, whether you define it or leave it to random circumstances. As a business, you are always delivering experiences with each interaction and at each touchpoint – what varies is whether it is an experience that moves them closer to purchase or away from the purchase.
Having a good customer experience strategy means understanding customer behavior and expectations, and delivering on these expectations. Or better yet – delivering more than what is expected!


Customer Experience Strategies for 2020


1. Personalization of Experiences

Personalization is the key to customer experience. According to a study by VentureBeat, 77% of the digitally exposed consumers expect a super personalized digital experience. Consumers want the services and experiences customized according to their needs, preferences, and requirements.

2. Build a customer-centric culture

Whether B2B or B2C, when it comes to customer experience(CX), every function, every customer-facing employee, every representative on every channel and platform, has a role to play in delivering a good experience.


While you can have one team to manage and report on your CX effort, the real delivery comes from each and every moving part in the organization, that needs to work together to create and deliver great customer experiences. In other words, you need to build a customer-centric culture to deliver on your customer support strategies, and its got to start at the top.


3. Refocus on the UX to deliver ‘human’ experience

Every company needs to pay attention to user experience, especially when there is self-service involved.


Self-service is not a challenge. In fact, more and more users prefer self-service, as long as it is simple, instinctive and requires the least effort to ‘figure out’. This means, understanding user instincts when it comes to websites and software engagement, and delivering a UX that leverages these ‘human instincts’.


4. Find every possible source of CX intelligence

To be customer-centric – means to listen to your customers and incorporate their needs into your product and service offering.

For example, your customer-facing employees can turn out to be the biggest sources of untapped and direct customer experience intelligence.

Social media is another source of information to find where the customers are facing friction in your customer experience.


5. Deliver smarter CX surveys

Customers like to provide feedback, whether they are really happy or plain unhappy. While that is a given – the quality of their responses depends on the question and ‘how’ it is asked. This means when it comes to designing your surveys, which is the primary source of customer feedback data:

  • Be completely neutral in your line of questioning
  • Have a ‘zero tolerance’ policy for asking ‘leading’ questions
    For instance, “How good was your experience?” is a leading question.
  • Avoid long/complex wording in questions. No customer has the patience to spend brain-power in giving feedback, keep them short and simple to understand and answer.



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