How this guide raises your game :-
- Understand how customer experience development fits into your marketing plan.
- Learn key customer experience development tools like personas and the journey map.
- Understand how to make customer experience part of the way you do things.
Customer Experience (CX) focuses on how to improve the way your brand interacts with customers.
It pulls together processes, tools and software systems around important moments in the customer’s decision-making process.
It covers both online and offline interactions, though it usually prioritises digital marketing. That’s mainly because it’s easier to make changes in your online experience, and you see the results more quickly.
To embed customer experience development into your business, you have to put the customer at the centre of everything you do.
It can be a lot of work and takes commitment to deliver. So, let’s start by looking at why it matters so much.