A good starting point is to experience your offering from your customer’s perspective – not just the product or service itself but every touch point surrounding it. To craft an ideal and competitively stronger experience, you need to examine the details of your whole company’s interaction with each customer’s five senses, which is why is highly recommended to conduct a five-senses experience audit. Take a look at each possible touch point and deeply examine the sensory experience you deliver. Once you establish a list of touch points, do a compare-and-contrast of what you have vs. your ideal; a quick brainstorm session can yield ideas that cost very little but make a big impact with your customers and help you easily best your competition.
The Customer Experience Maturity Model maps your path to building lifetime customers. It gives you a strategic roadmap of how to build the people, processes, and technology you need for digital marketing success. Customer experience maturity happens only through a concerted roadmap designed to guide your organization from its initial efforts to its achievement of differentiated customer experience (CX) with sustained return on investment.