9 Rules of Effective Customer Experience Strategy
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Transcript of 9 Rules of Effective Customer Experience Strategy
SDL Proprietary and ConfidentialSDL Proprietary and Confidential
9 Rules of Effective Customer Experience StrategyLiz High - Senior Director, Insights and Innovation, SDL
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1
Know your audience’s priorities and place them at the center of your CX design
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2
Declare early and clearly what you and your product stand for
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3If you are changing direction, take your existing customers with you. Guide them through your road map and lay out the new customer journey for them
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4
Think about the end-to-end customer journey from day 1– effective CX is a pathway to commitment – it starts with winning early mind share and ends with excellence in life-long product experience
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5
Get your products into the hands of trusted customers, influencers and advocates early – don’t be afraid of CX version 1.0 – it can teach you a lot
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6
Welcome and facilitate competitive comparison
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7
Be decisive – if something is not working – change it quickly
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8
Use data-driven decision making and be creative with your data sources
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9
Keep listening – be prepared to build and involve a customer community at all stages in the product life-cycle
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“Do what you do so well that they will want to see it again and bring their friends.”
Walt Disney
To learn more, visit sdl.com/cx-playbooks.
Contact us: [email protected]