According to Forrester, 86% of companies say customer experience is a top strategic priority for 2011; 76% seek to differentiate based on customer experience; 46% have a company-wide program for improving customer experience currently in place and another 30% are actively considering it.
What is the right customer experience strategy for your company? Again, according to Forrester, The right customer experience strategy is the one that will help you:
- Paint a vivid picture of how your company wants its customers to perceive it across all three levels of the customer experience pyramid: usefulness, ease, and enjoyment.
- Guide decisions about what you need to start doing, stop doing, or do differently in order to create a differentiating experience.
- Justify funding and prioritize the projects that get funded.
Customer Journey Maps offers strategic insight with an outside-in perspective and identify critical parts of your customer’s experience, including satisfaction, pain points, gaps and disconnects in service, emotional responses, and brand impact.