Most companies understand the importance of improved customer experience but few tie it to financial results and even fewer have a customer experience strategy to ensure that there is a cohesive approach to driving measurable CX ROI.
Many companies approach customer retention, voice of the customer, loyalty, advocacy, customer journey mapping, customer councils and training as tactics or programs verses defined components in a unified, cohesive CX strategy tied to the company culture and mapped to financial results.
A CX strategy is key as it lays out a plan, outlines how success will be measured and defines how you will know that goals and objectives were met.
I found this short white paper by ClearAction to be a good read on the topic of the success factors of a CX strategy.
