Customer experience planning is a process that is used to create a customer-focused strategy for an organization. It involves understanding customers and their needs, as well as the organization's business objectives. The first step in customer experience planning is to identify the organization's objectives. This includes identifying the goals of the organization and what it would like to achieve through its customer experience plan.
The next step is to identify key stakeholders and how they can contribute in achieving these objectives. The third step is to understand customers by gathering insights about them, their needs, and their expectations from the company or service providers. The fourth step is to create a value proposition for customers that will serve as an incentive or offer for them to purchase or use the company's products or services. A customer experience plan is a strategic roadmap that outlines the actions necessary to create a positive customer experience. The plan should include the following:
- The customer's desired experience
- The company's desired experience
- The company's operational goals
- The company's financial goals
- Metrics for measuring success