A recent study By Econsultancy shows that more than 80 percent of retailers plan to increase their customer experience management budget in 2015. Clearly, brands are rushing to create solid customer experience strategies, but are they providing what customers actually want?
From first contact and customer onboarding to long-term retention, there are plenty of potential failpoints to a good customer experience strategy. Making sure obstacles aren’t the downfall of a good overall game plan takes good preparation and planning, along with a touch of clairvoyance and a little bit of good luck.
Once you’ve created the perfect customer service strategy for your brand, don’t forget the critical last step: make sure customers really like it. It’s easy to get bogged down in execution and miss the forest for the trees, so tune in to whether your CX strategy is enticing customers and not turning them away.
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