{"id":48705,"date":"2020-09-28T11:51:16","date_gmt":"2020-09-28T15:51:16","guid":{"rendered":"https:\/\/www.sogolytics.com\/blog\/?p=48705"},"modified":"2020-09-28T20:31:08","modified_gmt":"2020-09-29T00:31:08","slug":"do-you-really-have-a-customer-experience-strategy","status":"publish","type":"post","link":"https:\/\/www.sogolytics.com\/blog\/do-you-really-have-a-customer-experience-strategy\/","title":{"rendered":"Do You (Really) Have a Customer Experience Strategy?"},"content":{"rendered":"

If the C-suite asked to see your customer experience strategy, what would you share? Do you have a cohesive game plan, or do you have a bunch of mismatched spreadsheets from various customer touch points? If this thought brings panic, don\u2019t worry\u2014not everyone really has a customer experience strategy.<\/p>\n

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Econsultancy and Adobe\u2019s 2020 Digital Marketing Trends Report<\/a> asked their audience what their company\u2019s most exciting opportunity is for 2020. Top results?<\/p>\n

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  1. Optimizing the customer experience<\/li>\n
  2. Creating compelling content for digital experience<\/li>\n
  3. Data-driven marketing that focuses on the individual<\/li>\n
  4. Using marketing automation to increase efficiency and yield<\/li>\n
  5. Video to increase brand engagement<\/li>\n<\/ol>\n

    Countless studies have shown that a better CX increases ROI. From increased average growth revenue<\/a> to a greater total return to shareholders<\/a>, investing in CX will be more than worth it for your company.<\/p>\n

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    All this might not be news to you, but building a solid strategy of actionable plans to boost your customer experience might. Companies find that they have silos of CX information in separate spreadsheets and nothing in a central location. Granted, everyone\u2019s workload is pretty solid, but a clear CX strategy in place for all to share makes it easier to create the kind of customer experience you need. So, if you want a positive, meaningful CX across every interaction a customer has with your business, create a strategy.<\/p>\n

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    What you need for a CX strategy<\/h2>\n

    A CX strategy is a plan that serves as a framework for every department in your company to lean on when focusing on a quality customer experience. A successful CX strategy will include elements like:<\/p>\n

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