Real-World Education for Modern Marketers

Join Over 600,000 Marketing Professionals

Start here!
Text:  A A

Customer Experience Leadership Survival Guide, Part 1

by Jeanne Bliss  |  
November 30, 2010

In this article, you'll learn...

  • Why you need to have an organized and phased approach for integrating Customer Experience into your organization
  • How to begin to align your teams around the experiences your customers have with your business

OK, let's get real about the buzz around customer experience. As has been the case with nearly every incarnation of customer-focus activity, the focus on experience is inadvertently randomizing corporations, sending people out on tactical missions to map customer touch points that have no future relevance to the operation, and making a lot of consultants happy.

To make customer experience stick as part of your operation, you need to have an organized and phased approach for integrating it into your organization. Without it, customer experience becomes one more customer-focused tactic that your company tried for a while and then abandoned.

So here, based on working with scores of clients from around the world, is the real-world approach for how to integrate customer experience into your operation—in a way that will make it stick and change how you work.

In this article, I'll discuss the first three focus areas. In the next installment, I'll discuss the last two focus areas.

Focus No. 1: Alignment Around Customer Experience

(Images in this article refer to an insurance industry example.)

Many organizations say they focus on their customers' "experience," but few do the hard work to define the stages of the experience from the customer's point of view.

Sign up for free to read the full article.Read the Full Article

Membership is required to access the full version of this how-to marketing article ... don't worry though, it's FREE!


We will never sell or rent your email address to anyone. We value your privacy. (We hate spam as much as you do.) See our privacy policy.

Sign in with one of your preferred accounts below:

Jeanne Bliss is the founder of CustomerBLISS (, a consulting and coaching company, and the author of Chief Customer Officer: Getting Past Lip Service to Passionate Action.

Rate this  

Overall rating

  • Not rated yet.

Add a Comment

MarketingProfs uses single
sign-on with Facebook, Twitter, Google and others to make subscribing and signing in easier for you. That's it, and nothing more! Rest assured that MarketingProfs: Your data is secure with MarketingProfs SocialSafe!