CLARITY OF VISION AND PURPOSE
A clear picture of the target experience that your organization aspires to offer. A north star for every team member, which helps set a clear direction.
TRANSLATE AND EXCITE
The intended Customer Experience must be translated into something that each department can understand. And it must be something that will motivate your colleagues.
AGREED ROADMAP
A clear path for your organization to move from its current position to a new state, which supports and delivers your Customer Vision.
WHAT IS CUSTOMER VISION AND STRATEGY?
Customer-centric organizations have a clear picture of the target experience they intend to offer their customers. Customer strategy encompasses the means by which an organization aligns itself with its most profitable customer segments and maximizes the profitable value it delivers. It cuts across functional boundaries and examines customer needs and behaviors holistically across all touchpoints. There must be a clear path to lead your organization to be able to deliver the Customer Experience Vision which has been set out.
WHY IS CUSTOMER VISION AND STRATEGY IMPORTANT?
A Customer Vision and Strategy is of limelight importance to an organization because of the following reasons:
-Creates a clear direction for all employees
-Used to differentiate the brand, creating a sustainable competitive advantage
-Attracts commitment and increases employee motivation
-Establishes a standard of excellence
-Helps determine and inform performance standards
Want to learn about the full model?
Head over to our training to get certified in Customer Experience Leadership, Customer Experience Analysis or as a Customer Experience Coach. Interested in the model? Scroll down to browse some of the other dimensions.
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