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9 Rules of Effective Customer Experience StrategyLiz High - Senior Director, Insights and Innovation, SDL

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1

Know your audience’s priorities and place them at the center of your CX design

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2

Declare early and clearly what you and your product stand for

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3If you are changing direction, take your existing customers with you. Guide them through your road map and lay out the new customer journey for them

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4

Think about the end-to-end customer journey from day 1– effective CX is a pathway to commitment – it starts with winning early mind share and ends with excellence in life-long product experience

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5

Get your products into the hands of trusted customers, influencers and advocates early – don’t be afraid of CX version 1.0 – it can teach you a lot

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6

Welcome and facilitate competitive comparison

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7

Be decisive – if something is not working – change it quickly

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8

Use data-driven decision making and be creative with your data sources

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9

Keep listening – be prepared to build and involve a customer community at all stages in the product life-cycle

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“Do what you do so well that they will want to see it again and bring their friends.”

Walt Disney

To learn more, visit sdl.com/cx-playbooks.

Contact us: simarketing@sdl.com