{"id":168649,"date":"2024-04-26T14:17:47","date_gmt":"2024-04-26T13:17:47","guid":{"rendered":"https:\/\/www.smartinsights.com\/?post_type=guides&p=168649"},"modified":"2024-04-26T14:20:36","modified_gmt":"2024-04-26T13:20:36","slug":"customer-experience-playbook","status":"publish","type":"guides","link":"https:\/\/www.smartinsights.com\/guides\/customer-experience-playbook\/","title":{"rendered":"Customer experience playbook"},"content":{"rendered":"

How will this customer experience playbook help me and my business?<\/h3>\n

Consumers have more choice than ever about where, when and how they connect with brands and make purchases. A successful customer experience strategy can be the difference between business growth or being pushed out of market by competitors.<\/p>\n

The Smart Insights customer lifecycle visual (shown below) structured around our RACE Planning Framework, shows some of the many paid, owned, and earned media omnichannel options to communicate with prospects and customers today, which need to be better orchestrated as part of effective customer experience.<\/p>\n

\"Smart<\/p>\n

As we can see from the various ways customers can interact with us, ideas and opinions will be formed about our brand in many different places. If we want to keep up with customers\u2019 ever-changing wants and needs, we need to continually assess the customer experience we offer across the customer lifecycle, to make sure we are offering the best service possible at all digital\u00a0 <\/span>touchpoints.<\/p>\n

This playbook will help you break down the key customer experience activities to work on as part of your strategy across the RACE Framework, with helpful guidance and links to useful resources shared throughout.<\/p>\n","protected":false},"excerpt":{"rendered":"

How will this customer experience playbook help me and my business? Consumers have more choice than ever about where, when and how they connect with brands and make purchases. 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