The Customer Experience Statement is the focal point of a customer experience program. A Customer Experience Statement informs employees at all levels how to approach the decisions they make every day that drive customer loyalty and customer retention.
It guides the decision-making necessary to take a company one step closer to creating the ideal customer experience.
Without a clearly defined Customer Experience Statement:
- everyone does what they think is the right thing,
- overlapping priorities and gaps in the experience
- lost opportunities and increased costs.
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