Introduction to Customer Experience Strategy
In an increasingly interconnected world where consumers have numerous options at their fingertips, providing exceptional customer experiences has become a key differentiator for businesses. A customer experience (CX) strategy is a holistic approach that focuses on understanding, designing, and delivering positive interactions across all touchpoints throughout the customer journey. It involves aligning organizational goals with customer needs and expectations to create memorable experiences that foster loyalty, drive repeat business, and generate positive word-of-mouth referrals.