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    CX Management: 6 Foundational Steps For a Successful Strategy

    by Nicole Fassl on Sep 13, 2013 10:08:41 AM
    Nicole Fassl

    Isn’t it funny how everyone thinks that their kids, pets or cars are better than everyone else's? It isn’t their fault, it is what they think is perfect. These things fits their every need. They're perfection in their eyes.

    We all have our own lives, and we are all different. It's what makes life so interesting. (Although, my kid really is the cutest kid on the planet...just saying. I mean, look at that face.)

    The Customer Experience: Define who you're trying to reach.

    When you create something, you create it for you...maybe without even knowing it. What someone may think is amazing work, to someone else may seem...just alright. It makes it hard to compete in this world, when you want to make somebody really love your work. Especially if you want them to choose your business over your competition.

    Whether you are creating a website, blogs, or even your business’s social presence (like Twitter, LinkedIn, or Facebook), it can be hard to figure out how to make it pop out to other people, not just you. How do you figure this out? We suggest developing buyer personas. Buyer personas force you to define who your customer is. They help you to realize, it’s not about you. It’s about them, your customers. You don’t want to be your only customer.

    In addition to crafting Buyer Personas, what else can you do? Here are actionable steps, to get you started:

    1. Learn from others: Look at successful strategies (within your industry), to see what's working.

    2. Talk to your customers: What's working? What makes them happy? What makes them unhappy?

    3. Get your house in order: What's working for your business? What isn't?
    4. Test out your work, see what is working. If necessary, change it up and get creative.

    5. Don't be afraid to take risks in your Customer Experience Management.

    6. Delight your customers.

    Sound like a lot of work? It can be. Don’t want to stay on top of it, because you’re too busy? That won’t get you very far. In today's digital world, your customers are more savvy than ever-- they're able to talk about their experiences in an incredibly public forum (the internet).

    What are you waiting for?


    Creating a frictionless customer experience


    Who we are

    At KBK Communications, we focus on customer experience, user experience, and digital transformation from research to purchase.


    How we work

    We offer a full spectrum of digital, PIM, CRM and customer experience solutions: strategy, paid media, creative, data, custom integrations, and technology.


    Get in touch

    Have a challenge or a question for KBK? Contact us here by simply filling out the form. We look forward to hearing from you!