Customer Experience Strategy
Customer Experience Strategy is the deliberate approach to manage, design and operate customer related aspects in ways that meet or exceed consumer expectations, fostering customer satisfaction and loyalty, and thereby achieving the business goals. This capability aligns to the organization's broader strategic objectives.
Level 1: Emerging
At an emerging level, you are learning to develop and implement customer experience strategies, beginning to understand how to anticipate client needs, and enhance client relationships within the strategic context.
Level 2: Proficient
At a proficient level you are able to develop and implement customer experience strategies that align with the overall strategic objectives of the organization, driving customer loyalty and long-term success.
Level 3: Advanced
At an advanced level, you are able to develop and implement innovative and comprehensive customer experience strategies that align with overall business objectives and drive sustainable competitive advantage.
