Customer experience strategy

A well-designed customer experience strategy is crucial for delivering a great customer experience that consistent throughout the entire customer journey and across all your customer touchpoints. A customer experience strategy will help you get all your employees working as one to deliver the customer experience you want.


We can help you designing a customer experience strategy that will provide you with both operational and strategic guidance. During the project, we review issues such as company values, your brand profile and the customer promise. We then take this input and us it in the design of your customer experience strategy in order. This makes sure that everybody in your organisation is pushing in the same direction, and that everybody has the same idea of what should characterise the customer experience you are delivering.

We review the current situation and work with you to identify your customer experience goal. The strategy contains guidelines on a number of aspects regarding how you should work when it comes to the customer experience you want to deliver.

Having a strategy is a good start, but putting it into action is even more important. We will help you create an action plan for the measures you need to take in order to put your customer experience strategy to work.


Our customer experience strategy includes:

  • A plan for the customer experience you want to deliver and how to deliver it (ideal situation).
  • Analysis of the current situation and a plan for achieving your ideal situation.
  • Making clear how the customer promise and your brand should come across in customer touchpoints and other parts of the customer experience.
  • How to monitor whether customers are getting the customer experience you want to deliver.
  • What sources of customer insights you should be using and guidelines on how to distribute customer insights and convert them into actions for monitoring and improving the customer experience.

Our clients says

Customer survey for KRAV
The reports Next has produced have been informative and well-structured. All of this has given us a really crucial foundation when it comes to business planning.

Customer survey for the Swedish Sports Confederation
We gave Next the task of using a questionnaire-based survey to run a health check-up on our sports product (IdrottOnline). The help we received from Next in terms of formulating questions, collecting data and above all conducting analysis was outstanding.

Internal survey for Mekonomen
We are really happy with how Next handled this survey for us. Next really listened to what we wanted when it came to questions, designing the web survey, data collection and reporting, and the entire survey process was really smooth. Thanks to the results from the survey, we have been able to make some really crucial decisions.

Market research for KTH innovation
We loved working with Next and are very happy with the results. We had a good dialogue regarding the content and layout of our market research study, and felt like we had a good overview throughout the process.

Awareness study for ÅJ Distribution
I am very happy with how the study was conducted. It all felt very professional and it was a very easy process! The study, including the analyses and recommendations from Next, gave us a really good foundation for the next steps in our DR work which was conducted with the same target group.

Employee survey for BBGRUPPEN
The collaboration ran like clockwork with short, concise and effective coordination meetings. Reporting was detailed and we received clear reports with analyses that showed us which areas we should be focusing on in our improvements. We even received good, concrete recommendations for action.



Need a customer experience strategy? Contact us today!