How do I develop a strategy?
Most organizations do not have a strategy to drive their Customer improvements. This results in lost opportunities and increased costs. Most importantly the Customer feels these differences and this negatively affects Customer Loyalty. Additionally, this lack of strategy means everyone is doing something different which leads to overlap, gaps and a lack of sustainability. By developing a Customer Experience Statement you can develop a strategy for the whole organization that drives value and reduces costs, improves your Net Promoter Score®, customer satisfaction and therefore revenues.
Watch this video to see how we do this