Everything I Know About Digital Customer Experience Strategy

As a teenager I taught myself how to play guitar by learning the tablature in a magazine called Guitar for the Practicing Musician. Reading it enhanced my playing skills by reinforcing the basics and giving me a stronger foundation to explore the creative possibilities of the instrument. Guitar for the Practicing Musician has been out of print for years. I was reflecting on that recently and also got to thinking about work, which lend me to ponder, couldn’t there be a Digital Customer Experience for the Practicing Strategist? Sure there could be and yes, there should be.

I’m going to share everything I know about the basics of digital customer experience strategy here over the coming months. Why? Fundamentals. It’s easy to throw the baby out with bath water every time a new project is started; to reinvent for the sake of reinvention. Some of the time, that may be required. Most of the time it isn’t. Most of the time, there’s a basic toolkit that provides for the majority of the problems we’re asked to solve. Some of the time then becomes about adding new tools to the toolkit.

Another reason is to make it easier for the organizations we work or provide consulting for to understand not only what the approach is, but what they’re getting when it’s done, and whether the result is good or bad. Standards are good business.

Experience Planner will be my equivalent of Guitar for the Practicing Musician. Let’s get the basics right; know good from bad; and then let’s talk about shaking things up with little improvisation and experimentation.