No B2B company can implement all of its plans and ideas at once. Digital transformation takes time. Your strategy should reflect this and detail how you expect your customer experience efforts to evolve over time.
8. Measurements and refinement
No CX strategy is complete without a section that explains how you will measure performance and determine success. At a fundamental level, this involves determining what success means to your company. Is it increased customer satisfaction? Improved sales? Better customer retention? Or increased customer acquisition? In all likelihood, it will be a combination of these elements.
From a more detailed perspective, you need to consider what metrics you use to measure progress and performance. Which measurements give you deeper, more accurate insight into whether your CX strategy is working? This will vary from company to company, so spend time assessing your company’s goals and what metrics complement those goals.
