[{"@context":"https:\/\/schema.org\/","@type":"BlogPosting","@id":"https:\/\/www.the-future-of-commerce.com\/2019\/06\/25\/guiding-principles-customer-experience-strategy\/#BlogPosting","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2019\/06\/25\/guiding-principles-customer-experience-strategy\/","headline":"Guiding principles of a five-star customer experience strategy","name":"Guiding principles of a five-star customer experience strategy","description":"Learn the 5 principles of a customer experience strategy that will engage customers in meaningful ways, across all channels and interactions.","datePublished":"2019-06-25","dateModified":"2022-09-27","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/alex-atzberger\/#Person","name":"Alex Atzberger","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/alex-atzberger\/","identifier":268,"image":{"@type":"ImageObject","@id":"https:\/\/secure.gravatar.com\/avatar\/3f1a608f9b4ce2658e88f41f8badb26c89a9f363c0db1a60145ef088d366b7c9?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/3f1a608f9b4ce2658e88f41f8badb26c89a9f363c0db1a60145ef088d366b7c9?s=96&d=mm&r=g","height":96,"width":96}},"publisher":{"@type":"Organization","name":"The Future of Commerce","logo":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","width":172,"height":60}},"image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2019\/06\/thumbnail-d156b6c03c3c6e46f7fd6c463054b6f6.jpeg","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2019\/06\/thumbnail-d156b6c03c3c6e46f7fd6c463054b6f6.jpeg","height":375,"width":1200},"url":"https:\/\/www.the-future-of-commerce.com\/2019\/06\/25\/guiding-principles-customer-experience-strategy\/","about":[{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/marketing\/customer-engagement-marketing\/","name":"Customer Engagement","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Customer_engagement","http:\/\/www.wikidata.org\/entity\/Q5196451"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/customer-experience\/","name":"Customer Experience","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Customer_experience","http:\/\/www.wikidata.org\/entity\/Q984142"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/customer-experience\/customer-experience-general\/","name":"Customer Experience","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Customer_experience","http:\/\/www.wikidata.org\/entity\/Q984142"]}],"wordCount":498,"keywords":["Customer Engagement","Customer Experience | CX","Customer Experience Strategy"],"articleBody":"Customers view experiences in surprisingly simple terms.\u00a0Whether you\u2019re dining out or calling a customer service hotline, everything can be boiled down to a five-star rating system. It\u2019s an effective and concise way to sum up a single interaction with a business.In the Experience Economy, five-star experiences aren\u2019t a luxury – they\u2019re the expectation. Every organization is challenged to deliver bold, exceptional touch-points at scale, and failing to act on this can and will drive would-be advocates to the competition.But businesses struggle to provide a five-star experience because they still lack a complete, accurate view of how well their customer experience strategy is performing.In fact, 80 percent of CEOs believe that they deliver a superior experience to customers, but only 8 percent of their customers agree. That\u2019s a massive disconnect, and we call it the \u201cexperience gap.\u201d Everything the IT industry has done so far to close the gap gives siloed answers.5 principles for a five-star customer experience strategyTo consistently craft five-star customer experiences, there are a few guiding principles businesses need to embrace:1.) Personalization:\u00a0Across all channels, physical and digital, every engagement needs to feel perfectly crafted to the individual on the other end.2.) Trust: Bold customer experience starts with a strong foundation of data collected from customers, and brands need to treat that data respectfully.3.) Empathy: It\u2019s what makes the human connection so powerful, caring about the voice of the customer and ensuring their feedback is addressed proactively.4.) Deliver in the moment: Technology enables businesses to create value for customers in real-time, and that starts by connecting your demand chain to the supply chain.5.) Engagement: Engaged employees create engaged customers. It\u2019s all about people.The formula for bringing these to life is simple:Get strong commitment from the top. CX programs need to be led by the CEO.Share data across the enterprise.Choose a platform that allows you to connect your marketing, sales and service activities.Good isn’t good enough: A CX strategy must rely on dataThe foundational layer to delivering a five-star customer experience strategy is data, shared freely across the enterprise.First, you need experience data (X-data). This is what the customer feels about your business, or how many stars they\u2019re giving you.Then you need operational data (O-data), the by-the-numbers breakdown of what makes you earn your rating. Together, understanding your X and O data creates the foundation for delivering five-star experiences. This complete view helps close the experience gap and aligns expectations between employees and customers alike.In short, good isn\u2019t good enough anymore. In a world of continuous connection, if you don\u2019t get five stars, you don\u2019t just lose trust – you lose customers.  Every digital moment matters.Are you making the most of them?1,000 business leaders dish on how to stand out from the crowd with a great CX. Get the details\u00a0HERE.\u00a0.This post was first published on LinkedIn, and is syndicated here with permission."},{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2019","item":"https:\/\/www.the-future-of-commerce.com\/2019\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"06","item":"https:\/\/www.the-future-of-commerce.com\/2019\/\/06\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"25","item":"https:\/\/www.the-future-of-commerce.com\/2019\/\/06\/\/25\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"Guiding principles of a five-star customer experience strategy","item":"https:\/\/www.the-future-of-commerce.com\/2019\/06\/25\/guiding-principles-customer-experience-strategy\/#breadcrumbitem"}]}]