Businesses that make customer experience a strategic priority sometimes struggle to carry out major long-lasting improvements. This is because they fail to connect behind-the-scenes activities to customer interactions. These firms need a new approach to customer experience management one that considers the impact of every single action from their central offices all the way down to every customer interaction. The vision loss between these channels is the ecosystem that drives the full customer experience. To fully understand how to deliver customer experiences today and create a vision for meaningful improvements going forward, customer experience professionals must map their company’s customer experience ecosystem and map an doable plan all the way down.
If you customer experience is not performing at you best consider how this has a major impact on your results and ask yourself the following question.
Is it time to test and map actionable plans on how we going to steadily increase our customer experience ecosystem?