STELLAR CUSTOMER
EXPERIENCE
Research shows just one
negative experience will cause
25% of your customers to stop
doing business with you. Build
a robust customer experience
strategy by investing resources
in five key areas.
Customer experience (CX), the
sum of all touchpoints between
you and your customers, is an
often-underdeveloped element
of business strategy. Consider
how these five components
in the CX value chain can be
strengthened with additional
planning and resources.
�
INSIGHTS. Processes like market
segmentation, persona develop-
ment, and journey mapping can
help you identify your customer
and understand how to best
interact during the entire customer
experience.
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TECHNOLOGY. Implementing a CX
strategy across all divisions and
devices will require the right digital
and mobile technology.
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PROCESSES. Avoid frustration and
confusion and ensure consistency
in your customer’s experience by
developing and properly training on
a well-planned set of CX standards.
�
INTERACTION. Empower employees
with timely insights by capturing
feedback in real time through a well-
managed social media platform or
post-interaction surveys.
�
DATA. Relevant consumer data
and real-time analytics integrated
across your organization allow you
to monitor progress and adjust
according to customer needs and
market responses.
In 2018, more than 50%
of organizations will invest
in customer experience
innovations.
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