Meaning ● Customer Experience (CX) Strategy, within Small and Medium-sized Businesses (SMBs), is a defined roadmap illustrating how the organization intends to interact with customers throughout their journey, impacting loyalty and profitability.
● In the context of SMB growth, automation focuses on streamlining CX delivery, from initial marketing to ongoing support, boosting scalability. Effective automation helps reduce operational costs and improves consistency in customer interactions.
● Specifically, it involves carefully mapping the customer journey, identifying key touchpoints, and then strategically applying technology and processes to optimize those interactions. Implementation involves aligning all relevant departments (sales, marketing, customer service) around a unified CX vision that bolsters the customer lifetime value.
● Central to an effective SMB CX strategy is the data-driven approach that informs strategic business decisions, using analytical insight to provide a seamless journey. Without this, the ability to provide great support is less effective, leading to poorer customer experience outcomes.
