7 Steps to get started with customer experience
Paul Hagen (a.k.a. @paulhagen), one of the customer experience professionals from Forrester gets lots of questions where to get started with customer experience in large firms.
He provides 7 steps any firm can take:
- Put together a cross functional work team of supporters.
- Define key elements of a strategy.
- Map the customer journey.
- Consolidate customer data collection into a Voice of the Customer program.
- Create a governance mechanism.
- Map the customer experience ecosystem.
- Select projects that build momentum.
Of course, he details each of these steps in his post.
Customer experience (67)