14 February 2012

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:

  1. Put together a cross functional work team of supporters.
  2. Define key elements of a strategy.
  3. Map the customer journey.
  4. Consolidate customer data collection into a Voice of the Customer program.
  5. Create a governance mechanism.
  6. Map the customer experience ecosystem.
  7. Select projects that build momentum.

Of course, he details each of these steps in his post.

Customer experience (67)