Customer Experience Framework Checklist
💡 Customer Experience Framework Checklist
👤 Customer Understanding
Create detailed customer personas
Map the customer journey
Gather customer feedback regularly
Conduct satisfaction surveys
📞 Engagement Channels
Audit all customer touchpoints
Ensure omnichannel support (email, chat, phone, social)
Standardize tone and voice across platforms
Implement automation where appropriate
🔧 Experience Optimization
Track key customer satisfaction metrics (NPS, CSAT, CES)
Resolve pain points in the journey
Personalize interactions and content
Use customer feedback to refine services
🎓 Team Training
Train all teams in customer-first mindset
Provide tools for quick and efficient support
Celebrate CX wins and improvements
Enable team feedback loop to improve CX strategy
📈 CX Strategy Monitoring
Review CX metrics monthly
Update journey maps as needed
Benchmark against industry standards
Experiment and test new CX strategies
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