Customer Experience 3.0
Stakeholder Management for complex supply chains.
It’s been a minute since I sent one of these. Unless you make 100% of your money as a content creator, the amount of content created is inversely related to how busy you are with other things.
At the beginning of the year, I had a strategy to focus on experience and reality, sustainability and… where it made sense… sport. And I’m still on track…
So here are a few articles that you might have missed, each relating to customer experience strategy.
I’m also presenting 2 training courses in Riyadh on these subjects. So if you are in the area or want to have a mini-break in the Kingdom… check it out.
The Great CX River Journey
Think of Customer Experience (CX) or the customer journey as a river. A great river like the Nile or the Amazon. Where does it begin? Chances are that there are many tributaries. Over time, the course may change. Large bends become billabongs or oxbow lakes. Sometimes, the river may run dry and water never make it to the sea or the delta may spread out into multiple channels.
Sustainable Customer Experience Strategy
Customer experience is not a 'one size fits all' strategy. As much as those who seek to push 'efficiency' want to ignore the edge cases, most businesses have an array of buyer personas whose experience is shaped by their unique lens.
One of the buyer personas that is common across many markets is the 'sustainably aware' customer and they are challenging the traditional idea of a good 'customer experience' is by applying their standards to your processes.
Beyond CX - Stakeholder Management
CRM, long rooted in managing relationships with customers, primarily focused on maintaining a company's interactions with current and potential clients. However, the business landscape has significantly transformed. Modern businesses recognize the significance of addressing not just the customers but also other stakeholders, including employees, suppliers, communities, and even the environment.