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10 strategies and tactics for Customer Experience

What is Customer Experience strategy?

Every great achievement starts with a well-thought-out plan. It can be the launch of a new product, expanding into new markets, or just trying to increase efficiency. You'll need a delicate combination of strategies and tactics to ensure that the journey is smooth and effective.

Crafting the perfect Customer Experience strategy can feel overwhelming, particularly when you're juggling daily responsibilities. That's why we've put together a collection of examples to spark your inspiration.

Transfer these examples to your app of choice, or opt for Tability to help keep you on track.

How to write your own Customer Experience strategy with AI

While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI generator below or our more complete goal-setting system to generate your own strategies.

Customer Experience strategy examples

You will find in the next section many different Customer Experience tactics. We've included action items in our templates to make it as actionable as possible.

Strategies and tactics for becoming the Most Trusted and Customer-Centric Financial Institution

  • ⛳️ Strategy 1: Develop tailored banking solutions

    • Conduct comprehensive market research to understand customer segments and their needs
    • Analyse customer data to identify preferences and personalise offerings
    • Create flexible banking products that adapt to varying customer needs
    • Enhance services with tailored customer support options
    • Provide regular training for staff on personalisation techniques
    • Develop feedback mechanisms to refine and enhance tailored solutions
    • Set up cross-functional teams to drive innovation in product development
    • Explore partnerships with fintech firms to enhance offerings
    • Implement a customer relationship management system for better customer insights
    • Monitor and evaluate the impact of personalised solutions on customer satisfaction

  • ⛳️ Strategy 2: Enhance communication and transparency

    • Use clear and simple language in all customer communications
    • Improve online platforms to offer easily accessible information on products and services
    • Train customer service representatives to provide accurate and clear information
    • Implement proactive communication strategies to keep customers informed about changes
    • Develop a FAQ section on the website to address common customer queries
    • Create informative and engaging content about banking services and products
    • Regularly update customers on security measures and privacy policies
    • Host regular webinars and workshops to educate customers on financial management
    • Incorporate customer feedback into communication strategies
    • Evaluate the effectiveness of communication strategies through customer surveys

  • ⛳️ Strategy 3: Leverage innovative technology

    • Invest in the latest technology to enhance digital banking platforms
    • Ensure mobile and online platforms offer a seamless user experience
    • Implement AI and data analytics to personalise customer interactions
    • Automate routine transactions to improve service efficiency
    • Offer virtual financial advice through secure digital channels
    • Regularly update digital platforms to incorporate customer feedback
    • Provide robust security features to protect customer data and build trust
    • Integrate chatbots for 24/7 customer assistance
    • Organise regular digital literacy sessions for customers
    • Continuously monitor and upgrade technology to stay ahead of market trends
personalizationtechnologycustomer-service-representativedata-analystinnovation-teamcommunication-team
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Strategies and tactics for capturing more market share by providing better customer experience and lowering prices

  • ⛳️ Strategy 1: Enhance customer experience

    • Conduct customer satisfaction surveys to understand current pain points
    • Implement a robust customer service training programme for all staff
    • Introduce a loyalty programme to reward repeat customers
    • Ensure a responsive customer support system with multiple channels (phone, email, chat)
    • Regularly collect feedback and make improvements based on customer suggestions
    • Streamline the checkout process to make it as quick and easy as possible
    • Utilise CRM software to personalise customer interactions
    • Organise regular webinars or Q&A sessions to educate customers about products
    • Ensure a user-friendly website with easy navigation and relevant information
    • Conduct regular audits of customer service processes to identify areas for improvement

  • ⛳️ Strategy 2: Implement competitive pricing strategies

    • Conduct market research to understand competitors' pricing strategies
    • Analyze cost structures to identify areas to reduce expenses
    • Introduce limited-time offers and discounts to attract new customers
    • Regularly review pricing strategies to ensure competitiveness
    • Develop a value-based pricing model to showcase the benefits of the product
    • Implement a price match guarantee to assure customers of the best price
    • Use dynamic pricing tools to adjust prices based on market demand
    • Bundle products or services to provide better value for money
    • Communicate the value of lower prices to existing and potential customers through various channels
    • Monitor the impact of price changes on sales and market share and adjust accordingly

  • ⛳️ Strategy 3: Boost brand loyalty and community

    • Create a brand ambassador programme to engage passionate customers
    • Encourage user-generated content and testimonials to build trust
    • Establish a community forum for customers to share experiences and tips
    • Hold regular events (online and offline) to build a community around the brand
    • Offer exclusive access to new products and beta programmes for loyal customers
    • Develop a referral programme to incentivise existing customers to bring in new ones
    • Enhance social media presence to interact with and engage customers
    • Collaborate with influencers and partners to extend brand reach
    • Create and share educational content related to the products
    • Monitor and engage with customer reviews and feedback on various platforms
customer-experiencepricing-strategiescustomer-service-representativemarket-researchercustomer-support-teammarketing-team
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Strategies and tactics for transforming operational efficiency and customer experience

  • ⛳️ Strategy 1: Establish a new operating model

    • Conduct a comprehensive assessment of the current operating model to identify strengths and weaknesses
    • Define the new operating model with a focus on customer centricity and operational efficiency
    • Engage stakeholders across the organisation to gain buy-in and insights
    • Develop a change management plan to support the transition to the new model
    • Design a training programme for staff to ensure smooth adaptation
    • Implement a communications plan to keep all employees informed of changes
    • Pilot the new operating model in a single department to gather data and feedback
    • Analyse pilot results and make necessary adjustments
    • Roll out the new operating model across the organisation gradually
    • Establish metrics to continuously monitor and improve the model

  • ⛳️ Strategy 2: Invest in contact centre and operations technology

    • Conduct a technology audit to identify current capabilities and gaps
    • Define technology requirements aligned with the new operating model
    • Research and select technology solutions that enhance customer interactions
    • Develop a phased implementation plan for new technologies
    • Ensure integration of new technologies with existing systems
    • Train employees on using new technologies to improve efficiency
    • Implement AI and automation tools to streamline operations
    • Set clear metrics for technology-driven improvement and cost savings
    • Establish a feedback loop for continuous technology enhancement
    • Regularly review and update technology investments to stay current

  • ⛳️ Strategy 3: Enhance people experience for quick wins

    • Conduct employee surveys to assess current workplace satisfaction and areas for improvement
    • Launch initiatives to boost employee engagement through recognition and development programs
    • Implement flexible working arrangements to promote work-life balance
    • Improve internal communication channels to enhance information flow
    • Create a staff suggestion scheme to encourage innovative ideas
    • Offer training programs to upskill employees and improve service delivery
    • Review and adjust compensation packages to remain competitive
    • Enhance workplace facilities and resources to improve staff satisfaction
    • Celebrate and communicate quick wins organisation-wide to build momentum
    • Utilise employee feedback to iterate on these initiatives continuously
transformationefficiencychange-managertechnology-analystcustomer-experienceoperations-management
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Strategies and tactics for achieving enterprise-wide collaboration and standardisation

  • ⛳️ Strategy 1: Facilitate cross-capability workshops

    • Organise regular workshops with cross-capability teams to discuss potential opportunities
    • Use brainstorming sessions to generate innovative ideas for collaboration
    • Identify common goals and align teams to work towards shared objectives
    • Develop a collaborative framework to track and manage discovered opportunities
    • Use case studies to illustrate successful cross-enterprise collaborations
    • Facilitate open dialogue to encourage idea sharing among different capabilities
    • Identify potential barriers to collaboration and develop strategies to overcome them
    • Create a project timeline and deliverables for each identified opportunity
    • Assign clear roles and responsibilities for each team member in the collaboration
    • Evaluate and refine workshop outcomes for continuous improvement

  • ⛳️ Strategy 2: Establish blueprinting standards and guidelines

    • Conduct research on existing blueprinting practices within the organisation
    • Consult with key stakeholders to understand their blueprinting needs and expectations
    • Develop a comprehensive guide outlining blueprinting standards and procedures
    • Align blueprinting guidelines with overall organisational strategic goals
    • Rollout training sessions to educate teams on new blueprinting standards
    • Create a feedback loop to continuously update and improve blueprinting guidelines
    • Appoint a cross-functional team to oversee the implementation of blueprinting standards
    • Utilise software tools to standardise and streamline the blueprinting process
    • Monitor compliance with blueprinting guidelines across projects and teams
    • Share success stories of blueprinting standards implementation to encourage adherence

  • ⛳️ Strategy 3: Forge partnerships with retail customer experience teams

    • Identify key stakeholders within the retail customer experience teams
    • Schedule initial meetings to discuss collaboration objectives and expectations
    • Develop a proposal highlighting potential benefits of partnership for both parties
    • Create an action plan with measurable objectives for the collaboration
    • Establish regular touchpoints to review progress and make necessary adjustments
    • Identify and address any challenges or obstacles to the partnership's success
    • Encourage knowledge sharing and best practices between departments
    • Facilitate joint innovation sessions to brainstorm enhancement opportunities
    • Measure impact and outcomes of collaborations on customer experience
    • Document success stories and learnings to build a strong business case for continued partnership
collaborationstandardizationfacilitatorstakeholdercross-capabilityretail-customer-experience
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Strategies and tactics for supporting business growth in banking

  • ⛳️ Strategy 1: Implement scalable IT infrastructure

    • Assess current IT infrastructure capacity and identify scalability needs
    • Develop a roadmap for IT infrastructure expansion
    • Invest in cloud-based solutions to accommodate growth
    • Ensure data storage solutions are scalable and secure
    • Establish a proactive monitoring system for infrastructure capacity
    • Regularly review and update hardware and software components
    • Implement redundancy and failover systems to ensure reliability
    • Ensure seamless integration with existing IT systems
    • Train IT staff on managing and scaling tech infrastructure
    • Develop partnerships with technology providers for scalable solutions

  • ⛳️ Strategy 2: Adopt agile methodologies

    • Introduce agile training programs for staff
    • Set up cross-functional agile teams to work on projects
    • Implement iterative development processes for quick adaptation
    • Use agile tools and software for project management
    • Establish clear communication channels within agile teams
    • Evaluate and adjust agile processes regularly for improvement
    • Implement feedback loops to incorporate user input effectively
    • Encourage experimentation and learning from failures
    • Set measurable goals and track progress in agile projects
    • Share agile success stories to promote the approach internally

  • ⛳️ Strategy 3: Leverage data analytics for business expansion

    • Implement advanced data analytics tools for insight generation
    • Establish data governance policies to ensure data quality
    • Conduct market analysis to identify growth opportunities
    • Use customer data to personalize products and services
    • Analyze operational data to improve business processes
    • Hire data analysts and data scientists to interpret data efficiently
    • Regularly review data analytics outputs to refine business strategies
    • Develop a data-centric culture within the organization
    • Strategically align data capabilities with business objectives
    • Invest in technology that supports real-time data processing
scalabilityagile-developmentdata-scientistit-infrastructure-manageragile-development-teamdata-analytics-team
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Strategies and tactics for designing and maintaining a unified omnichannel experience framework

  • ⛳️ Strategy 1: Conduct a comprehensive needs assessment

    • Identify all digital, branch, and contact center touchpoints
    • Gather stakeholder input to understand current inconsistencies
    • Analyse customer journey maps to find pain points
    • Assess current technology platforms for gaps and overlaps
    • Determine key performance indicators for a unified experience
    • Conduct competitor analysis for best practices
    • Engage with customers through surveys for direct feedback
    • Identify areas where the customer experience can be streamlined
    • Audit brand messaging across all channels to ensure alignment
    • Document all findings to inform the framework design

  • ⛳️ Strategy 2: Implement an integrated technology platform

    • Select an omnichannel platform that supports all customer interaction points
    • Ensure compatibility of the new platform with existing systems
    • Develop a project plan with clear timelines for implementation
    • Conduct a phased rollout to minimise service disruptions
    • Provide training sessions for staff on new technology usage
    • Ensure data synchronization across all channels for consistency
    • Develop real-time analytics and reporting capabilities
    • Test the system extensively prior to full deployment
    • Seek third-party expertise if necessary for implementation
    • Regularly review and update technology to meet evolving needs

  • ⛳️ Strategy 3: Establish cross-channel communication standards

    • Define communication guidelines that align with brand voice
    • Develop a consistent scripting model for all customer interactions
    • Implement a unified knowledge base accessible to all service channels
    • Create a cross-functional team to oversee communication quality
    • Provide regular staff training focused on communication standards
    • Utilise mystery shoppers to evaluate customer experience
    • Gather and analyse customer feedback on communication consistency
    • Adjust communication strategies based on feedback and data
    • Ensure escalation procedures are uniformly applied across channels
    • Create a regular audit process to ensure continued adherence
omnichannelconsistencyproject-managercustomer-experience-analystit-teamcustomer-service-team
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Strategies and tactics for enhancing travel management solutions

  • ⛳️ Strategy 1: Integrate sustainability into all aspects

    • Conduct a sustainability audit of current operations
    • Adopt eco-friendly technologies for communication and travel logistics
    • Offer clients green travel packages and eco-certification options
    • Implement carbon offset programs for all travel operations
    • Create partnerships with sustainable service providers
    • Educate staff about sustainable practices
    • Develop a sustainability commitment statement for corporate clients
    • Incorporate sustainability metrics in performance reviews
    • Promote sustainability initiatives in marketing campaigns
    • Track and report on sustainability impact regularly

  • ⛳️ Strategy 2: Leverage AI and digital tools for enhanced customer experience

    • Implement AI-driven chatbots for 24/7 customer service
    • Use machine learning to analyse customer preferences and personalise offerings
    • Develop a user-friendly mobile app for booking and itinerary management
    • Integrate virtual reality for immersive travel previews
    • Utilise AI to optimise pricing strategies for corporate and leisure packages
    • Incorporate AI in feedback collection and analysis for service improvement
    • Enhance digital payment systems for secure and seamless transactions
    • Automate routine administrative tasks for efficiency
    • Invest in AI-powered analytics for market trend forecasting
    • Regularly update digital platforms to improve user experience

  • ⛳️ Strategy 3: Maximise brand growth through social marketing and operational excellence

    • Develop a strong brand narrative highlighting unique offerings
    • Create targeted social media campaigns for corporate and leisure sectors
    • Build partnerships with influencers in the travel industry
    • Utilise data analytics to measure campaign effectiveness
    • Host virtual events and webinars to engage with audiences
    • Implement customer loyalty programs to enhance repeat business
    • Streamline operations to ensure reliable and consistent service delivery
    • Enhance staff training on brand representation and service excellence
    • Set up a cross-functional team to drive innovation and operational improvements
    • Leverage client testimonials and case studies in marketing efforts
sustainabilityai-integrationsustainability-officerdigital-marketing-specialistcustomer-experience-teammarketing-team
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Strategies and tactics for implementing AccreditaLab Digital Transformation

  • ⛳️ Strategy 1: Advance Applications to Established Level

    • Deploy a centralized digital management platform for applications
    • Implement automated validation rules for electronic forms
    • Integrate a unified application tracking system
    • Provide training on the use of new management platforms
    • Develop a user-friendly interface for application submissions
    • Establish a helpdesk for technical issues
    • Monitor application processing times and adjust workflows
    • Set clear guidelines for digital application management
    • Regularly update the platform based on user feedback
    • Audit the application system quarterly to ensure integrity

  • ⛳️ Strategy 2: Enhance Scheduling with Advanced Tools

    • Introduce an online scheduling system with notifications
    • Integrate scheduling tools with calendar systems
    • Provide training on new scheduling systems
    • Utilise historical data analytics for optimisation
    • Centralise communication channels for scheduling
    • Develop automated scheduling workflows
    • Monitor error rates and seek to reduce scheduling conflicts
    • Regularly collect feedback to improve tools
    • Upgrade systems to integrate with other digital processes
    • Benchmark scheduling efficacy against industry standards

  • ⛳️ Strategy 3: Improve Decision Processes with Digital Systems

    • Implement an integrated electronic system for decision records
    • Pilot machine learning algorithms for decision support
    • Centralise all decision-making processes in one platform
    • Develop automated workflows for decision-related tasks
    • Conduct training sessions on new systems for staff
    • Use data analytics to support informed decision-making
    • Set clear criteria for assessing decision outcomes
    • Regularly assess decision-making efficiency
    • Adapt systems based on feedback and technological advancements
    • Conduct bi-annual reviews to refine decision processes
digital-transformationoperational-efficiencyit-managerdata-analystsoftware-developmentcustomer-support
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Strategies and tactics for building a three-year growth strategy for an insurance company

  • ⛳️ Strategy 1: Enhance customer experience

    • Implement user-friendly digital platforms for seamless policy management
    • Develop a robust customer feedback loop to gather insights
    • Offer personalised insurance solutions based on customer data
    • Provide 24/7 customer support through multiple channels
    • Introduce customer loyalty programmes to retain existing clients
    • Regularly train staff to improve service delivery standards
    • Utilise chatbots for quick response to customer inquiries
    • Simplify the claims process to reduce turnaround time
    • Conduct regular client satisfaction surveys to track progress
    • Develop educational content to clarify insurance options

  • ⛳️ Strategy 2: Expand product offering and market reach

    • Conduct market research to identify new product opportunities
    • Develop new insurance products tailored to emerging market needs
    • Form partnerships with local providers for market entry
    • Leverage social media for targeted marketing campaigns
    • Establish presence in underserved regions through agent recruitment
    • Utilise data analytics to predict and meet future demand
    • Attend industry conferences to stay informed about market trends
    • Upgrade technology to support scalability in new markets
    • Offer bundled products to provide comprehensive coverage
    • Evaluate performance regularly to adapt strategy effectively

  • ⛳️ Strategy 3: Strengthen risk management and operational efficiency

    • Implement advanced analytics for better risk assessment
    • Regularly update underwriting guidelines based on latest data
    • Automate routine processes to improve operational efficiency
    • Conduct regular training on risk management for staff
    • Develop a crisis management plan for quick response to uncertainties
    • Review and renegotiate supplier contracts for cost efficiency
    • Adopt blockchain for transparent and secure transactions
    • Monitor regulatory changes to ensure compliance
    • Implement sustainability initiatives to reduce operational impact
    • Measure and report on key performance indicators regularly
customer-experiencemarket-expansioncustomer-support-specialistdata-analystproduct-developmentrisk-management
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Strategies and tactics for establishing a Retail Coffee Shop

  • ⛳️ Strategy 1: Focus on customer experience

    • Design a comfortable and inviting shop layout
    • Train staff to provide excellent and personalized customer service
    • Create a loyalty program to reward repeat customers
    • Introduce seasonal drinks to keep the menu exciting
    • Use high-quality coffee beans sourced from sustainable farms
    • Offer free Wi-Fi and charging stations to attract students and professionals
    • Host community events and workshops in-store
    • Collect customer feedback regularly for continuous improvements
    • Display transparency regarding sourcing and brewing processes
    • Utilise social media to engage with customers and showcase the coffee shop experience

  • ⛳️ Strategy 2: Implement a sustainable business model

    • Source eco-friendly materials for product packaging
    • Utilise energy-efficient equipment and lighting in the store
    • Partner with local suppliers to reduce carbon footprint
    • Introduce a discount for customers who bring their own reusable cup
    • Implement waste-reduction initiatives in-store
    • Educate employees and customers on sustainability practices
    • Monitor and report sustainability metrics
    • Offer a selection of vegan and vegetarian food options
    • Engage in community clean-up or tree-planting events
    • Seek certification for sustainable business practices

  • ⛳️ Strategy 3: Expand through strategic partnerships

    • Partner with local bakeries to offer fresh pastries
    • Collaborate with local artists to display their work in-store
    • Sponsor or participate in local events to increase visibility
    • Offer catering services for local businesses and events
    • Build relationships with local tourism boards to attract tourists
    • Develop a pop-up presence at local markets and fairs
    • Provide special offers for employees of nearby businesses
    • Host coffee tasting events in collaboration with coffee bean suppliers
    • Create a joint venture with a local bookstore or co-working space
    • Offer coffee tours and workshops in partnership with local guides
customer-experiencesustainabilitybaristacustomer-service-representativemarketing-teamsustainability-team
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How to track your Customer Experience strategies and tactics

Having a plan is one thing, sticking to it is another.

Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to keep your strategy agile – otherwise this is nothing more than a reporting exercise.

A tool like Tability can also help you by combining AI and goal-setting to keep you on track.

More strategies recently published

We have more templates to help you draft your team goals and OKRs.

Planning resources

OKRs are a great way to translate strategies into measurable goals. Here are a list of resources to help you adopt the OKR framework:

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