To ensure your organization’s future success, you have to become more relevant and indispensable to your customers. This needs to be your number one priority! And to become more relevant and indispensable to your customers, you have to continually create new value for them in meaningful and exceptionally different ways from your competition. You need to continually deliver exceptional customer experiences!

Exceptional customer experiences don’t just happen on their own. The very best customer experiences are always very well-thought-out, designed, orchestrated, monitored, measured, and continually refined closed-loop interactions. Nothing is left to chance. They are the result of a thoughtful, thorough, and effective Customer Experience Strategy. 

To consistently deliver exceptional customer experiences, you need to develop and adopt a Customer Experience Strategy consistent with your organization’s Mission, Vision, and Core Values. The Customer Experience Strategy Framework detailed in this Infographic (and explained in greater detail in our white paper) consists of five interdependent and reinforcing components and is based on Lean and Agile principles. This framework is depicted as a circle or flywheel, emphasizing that this is a closed-loop, customer-centric strategy that requires continual feedback, continuous improvement, and ongoing optimization.

1) Brand Alignment

Brand relationships are built on trust that is earned over time as a result of consistently fulfilling your organization’s promise to your customers. Brand inconsistency erodes Trust and competitive position. Therefore, it is imperative that everything your organization does is 100% consistent with your Brand’s standards and principles.

2) Value Creation Orientation

Organizations that consistently deliver exceptional Customer Experiences have strong Customer-Centric cultures that have engrained a Continuous Value Creation mindset in everyone’s day-to-day activities. This needs to be at the heart of everything you do. Your organization must be obsessed with creating new customer and enterprise value.

3) Brand Delivery Alignment

Brand Delivery Alignment is the intentional design of each-and-every customer touchpoint or Brand interaction with the goal of generating the customer experience you intend. This is about how your organization takes your Brand to market and how it responds to inbound and non-direct interactions. 

4) Customer Touchpoint Optimization

The “moments of truth” subset of Brand Delivery Alignment. Moments of Truth are any interaction a stakeholder has with your Brand where Brand Perception can be influenced. This is a closed-loop process that not only involves people and technology.

5) Data, Technology, & Processes

Data, technology, and processes (e.g., reporting, analytics, etc.) are strategic assets and mechanisms for creating a sustainable competitive advantage. These create organizational effectiveness and efficiency and deliver value directly to customers.

6) Core Customer

To ensure your organization’s future success, you have to become more relevant and indispensable to your customers. This needs to be your number one priority! And to become more relevant and indispensable to your customers, you must continually create new value for them in meaningful and exceptionally different ways from your competition. 

Success is no longer guaranteed for those who simply “get better” at what they do. If you currently have a competitive advantage and are making a profit, there is someone out there devising a way to take it from you. It is imperative you embrace this economic certainty! 

No one is entitled to anything when it comes to business. The competitive marketplace is relentless, and it has zero concern about your future existence. The only way for your organization to exist tomorrow is to have customers that care that you exist today – and tomorrow.

By continually delivering exceptional Customer Experiences your organization will have an incredible competitive advantage. It’s called fiercely loyal customers and brand advocates who will provide your organization with its next level of profitable growth.

To download your FREE copy of the Next Level Growth Strategies Customer Experience Strategy Framework Infographic (PDF), please complete this form.