1、REWIRING YOUR CX DNAAUTHORLance WebbThe foundations of a winning customer strategyMay 2023IPSOS VIEWS“Failing to plan is planning to fail”as Benjamin Franklin is supposed to have said.And today,this couldnt be more true.Customer desires and expectations are constantly changing.If you dont have a pla

2、n to deal with change,you are planning to fail on meeting those expectations.Building a successful customer strategy is much like building your dream home,whether youre starting from scratch or renovating a fixer-upper.While initially,you might not have the budget or know-how to construct your ultim

3、ate home,or do a full rip and replace remodel,you can begin by knocking down walls or even by simply replacing outdated carpet as a step towards your dream home;incremental progress can get you real results.But ultimately to deliver on the dream,a vision is required,as is the plan to get there,along

4、 with an understanding of the steps that really matter and,of course,a budget.Just like creating a new home,building a customer strategy is a multi-faceted,multi-phased,and often hugely complex undertaking.But ultimately,if done well,it will deliver a return on your investment;a Return on your CXInv

5、estment(ROCXI).1Consider this paper a guide to creating the ideal customer strategy,whether its a renovation,remodel,or a completely new build.Remember,there is no one-size-fits-all approach or model to developing a strategy.Every business has its own DNA and unique challenges and hurdles to overcom

6、e.However,these should not be viewed as deterrents,but as an invitation to rethink and ultimately shape and deliver on your organisations promise to your customers,employees-indeed to all stakeholders.From first steps to long-term goals,the following six principles are the foundations of a successfu