Who are your target customers and what do they value?
Do your value propositions solve customers’ underlying needs, pain points and desired outcomes, or just communicate the value of your products?
Are your business functions customer or product-centric and do they allow for a unified view of the customer across your organisation?
Is your organisational strategy focused on customer-centric growth and innovation, or is it product and brand-led?
By operationalizing customer experience, your business gains a competitive advantage as it delivers value that grows both the top and bottom lines. You’ll be better able to build loyalty, increase retention and command price premiums.