Article / Updated 03-26-2016
For customer experience to be great, every interaction at every customer touchpoint must be exceptional. In other words, the whole organization must work together to deliver a great customer experience. There are eight essential components to building a great customer experience program:
Developing and deploying your customer experience intent statement
Building touchpoint maps
Redesigning touchpoints
Creating a dialogue with your customers
Building customer experience knowledge in the workforce
Recognizing and rewarding a job well done
Executing an integrated internal communications plan
Building a customer experience dashboard
Step 1: Developing and deploying your customer experience intent statement
The process of building your customer experience program starts here, with a formal declaration of your desired customer experience through an intent statement.