8 Reasons you need a CX Strategy (served black, please)
It's National Coffee Day, and I'll keep things simple. When I order coffee, I don't need ten pages of options. Just give me a cappuccino or a strong black coffee. Simple. Clear. Energizing.
Your CX strategy should be the same.
Too many CX teams rely on 40 slide decks filled with projects, actions, and buzzwords. But if you can't explain what you do in two minutes, how will your board, your colleagues, or your employees ever explain it for you? That's why I swear by the one pager strategy.
Here are eight reasons why you need one, based on research, proven practice, and my own leadership insights.
- Clarity and alignment
MIT Sloan research shows that fewer than half of leaders can explain how their team's goals connect to the overall company strategy. That's alarming. A one pager makes it crystal clear. It shows the connection between CX initiatives and organizational priorities. It's the simplest way to get your board, your peers, and your own team aligned.
- Focus
A one pager forces you to choose. No laundry list of 25 projects, no endless to do's. Just the few things that matter most. Gartner emphasizes that real strategy is about prioritization, and a one pager demands that discipline. It becomes a visible reminder of your must win battles and helps you keep your focus when the shiny distractions come.
- Execution
Many strategies fail because they never translate into action. Harvard research points out that only about 10 percent of strategic plans are effectively executed. A one pager bridges this gap. Because everyone can see it, everyone can use it to guide their daily work. It takes strategy from theory to practice.
- Agility
Strategy is not a one time exercise. Circumstances change, competitors move, customer expectations evolve. If your strategy is buried in a massive deck, updating it feels like rewriting a book. A one pager makes it easy to revisit and adjust, supporting an iterative approach to strategy that keeps you relevant.
- Decision making
Every CX leader knows the challenge: dozens of requests land on your desk every week. Without a clear filter, it's tempting to say yes to everything. A one pager gives you that filter. It becomes the standard against which every project is tested. Does it support the strategy? Then yes. If not, then no. This discipline prevents overload and ensures resources are spent where they matter.
- Engagement
Employees engage with what they understand. A long and complicated strategy makes people switch off. But a one pager, written in simple words and supported by clear visuals, invites participation. It allows teams to tell the story themselves, share it with others, and feel ownership. That engagement leads to energy, and energy fuels results.
- Sharp thinking
Condensing your CX strategy into one page is not just a communication trick. It is a leadership exercise. It forces you to cut the fluff, challenge your own assumptions, and make clear choices. McKinsey points out that the discipline of simplification improves strategic quality. In other words, the process of creating a one pager strengthens your thinking as a leader.
- Tracking progress
Finally, a one pager provides a clear framework for measuring progress. You can map milestones directly onto your pillars, show how far you've come, and highlight results. This visibility creates accountability and makes it easier to celebrate successes along the way. And celebrating progress is key to keeping your team motivated for the long haul.
Your CX Strategy: Black or bloated?
So here's the choice. You can go for the bloated 40 slide latte filled with buzzword syrup. Or you can choose the strong black coffee of a CX strategy, boiled down to one page. My advice? Keep it stupid simple.
If you are wondering how to get there, here's your first step. Join my free webinar on Strategy on a Page. In one hour, I'll help you create your own one pager CX story.
Because in CX leadership, just as in coffee, simple is powerful.
Until next time, keep spicing up your Customer Experience leadership.
*****
Nienke Bloem is often called the Customer Experience speaker in the blue dress.
She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.
Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations.
With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.
