Why Customer Experience Strategy is Everything 

“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” — Maya Angelou 

Every experience leaves an impression.  

A great customer experience leaves your audience, positive, interested and willing to engage more.   

Customers sometimes may not be able to recall a brand ad, but they absolutely do recall positive brand and product impressions. That’s the goal of great a great CX strategy, create a experience that is considerate of the consumer, that places their POV at center, but tells our story contextually and compellingly. 

It doesn’t matter if that experience is digital focused, or integrated, campaign or service focused, it matters if it is centered on our audience. 

• CX strategy starts with customer empathy – their needs, their problem, their story.   
• After empathy, it’s about utility – being helpful, providing real value through the experience and helping customers feel how the brand and product can help them.   
• And ultimately comes to life through touchpoint integration, UX/UI, content, communications and technology. 

But in the end as customers won’t recall the details of our highly crafted experience, it only works when we are able to create the right impression.   

An impression that leads to valuable engagement.