A customer experience plan is a document that outlines the customer experience strategy for a company. It may also be called a customer experience roadmap, customer journey map, or customer experience strategy. The introduction should include:
- What is the purpose of a Customer Experience Plan?
- How does it differ from other types of plans?
- What are some examples of its use? A customer experience plan should be created by someone who has the power to implement changes, and it should be used to measure the success of those changes. It should include a description of what customers want, what are their needs, what are their expectations and how they will feel when they interact with your company.