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Opinion CX Execution

Messaging is Key to the Customer Experience

Executives spend so much time trying to fix things about the product, service and support parts of their businesses, they don’t know when to pause and get the messaging around that effort right.

There’s a lot that happens around building a great product or service. That is also great fodder for brand building content — what inspired the innovation effort or what big customer pain you’re trying to solve or the exceptional value provided.

This infographic ‘nails it’ when it comes to capturing the importance of messaging to an overall powerful customer experience.

Here are few key success criteria:

  1. Up to speed employees — armed with precisely the content / messaging they need to be evangelists for your brand
  2. Relevance — highly customer aligned content that hits the ‘bullseye’ on what customers want
  3. A long term content strategy — that guides all your content production
  4. Consistency — across teams and touchpoints
  5. Culture Infusion — aligning teams around your core brand and product story


Apr 22, 2014 | Original Link

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Article CX Strategy

It's impossible for companies to focus on the 'easy' market segments (ie. non millenials) and get comfortable with a less than competitive product or service offering. 

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Achieving customer satisfaction has never been more complicated -- with so many generations of customers (Boomers and Gen X, Y and Z).  Throw in a multitude of communications platforms and the problem gets even more complex.

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