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How to Create a Customer Experience Strategy

How to Create a Customer Experience Strategy

Developing your Customer Experience Strategy can seem overwhelming at first but as Brendan Hufford from ActiveCampaign writes in the following article, by adopting some basic principles and structure, you can build your customer experience strategy with customer experience automation.

In 1957, Walt Disney mapped out a major business breakthrough: an entire strategy around how customers would experience the Disney brand:

disney customer experience strategy

Every single part of the Disney business interacts fluidly with every other part, creating a special experience for customers.

As much as business has changed in the last 64 years (especially at Disney), one thing hasn’t changed: every business is in the customer experience business.

If Disney’s map looks confusing, that’s because it is. Creating a customer experience strategy can seem complicated, but it doesn’t have to be.

By the end of this guide, you’ll have your own map for a winning customer experience strategy.

Read Brendan's full article here

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What is the difference between CX and UX

What is the difference between CX and UX

CX is short for Customer Experience, and it refers to the entirety experiences your prospects and customers have with your business. It includes every interaction that anyone has with your company or brand, regardless of your involvement. Meaning it includes your ads in magazine, billboards, visits to your website, sales materials, direct communications with prospects and customer, even someone driving by your business and looking in the window. It is the umbrella that covers it all, and both UX and UI fall under CX. The best way to think of it is everything and anything that could create, foster, strengthen or destroy an experience or relationship with either a prospect or a customer.

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