Presentation Date
10-31-2024
Document Type
Proceeding (Published)
Abstract
In today's competitive business landscape, organizations strive to differentiate themselves and gain sustainable advantages. The Strategy Map, derived from the Balanced Scorecard framework, has been instrumental in aligning strategy implementation with design intent. However, many companies struggle to comprehensively analyze customer needs when crafting objectives under the Customer Perspectives section, often resulting in generic and ineffective goals. To address this gap, this paper proposes the Customer Experience Spectrum, an innovative framework designed to enhance the Strategy Map's Customer Perspectives component. By systematically analyzing customer needs and expectations across various touchpoints, the Customer Experience Spectrum enables organizations to construct tailored objectives that align with their strategic goals. This structured approach provides a deeper understanding of customer journeys, pain points, and aspirations, allowing companies to craft objectives that truly resonate and drive superior customer experiences. Integrating the Customer Experience Spectrum into the Strategy Map unlocks the full potential of customer-centric strategies, fostering increased satisfaction, loyalty, and sustainable growth. This paper explores the Customer Experience Spectrum's principles and applications, offering a transformative solution for companies seeking to optimize their Strategy Map in an increasingly customer-centric business environment.
Conference Title
Northeast Business & Economics Association (NBEA) 2024
Sponsorship or Institution
Molloy University
Location
Danbury, Connecticut
Recommended Citation
Chan, Alexander, "Optimizing the Strategy Map With Customer Experience Spectrum" (2024). Faculty Presentations: Business. 25.
https://digitalcommons.molloy.edu/bus_facpre/25
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Copyright held by author(s), upload allowed
Comments
PUBLISHED BY THE NORTHEAST BUSINESS & ECONOMICS ASSOCIATION © 2024 The Northeast Business & Economics Association reserves the right to publish the Proceedings in both print and electronic formats. The individual authors retain the copyright over their own articles.