CX Governance Part 3

Let's Continue what we discussed in the previous article about the CX Governance

• Define a Consistent Set of Customer Experience Standards

Once you've?green-lighted the right initiatives, you must ensure that they run out precisely as planned. You also need to ensure that staff do not lose sight of what is most important amid the day-to-day grind. This is where customer experience standards come in.

When implemented incorrectly, customer experience standards can turn your organization into a de facto police state. When done correctly, they provide your staff and partners with helpful decision-making guidelines.

• What Will Be Your Customer Experience Rules of the Road?

Each company on the planet practices some corporate Governance. These guidelines assist businesses in guaranteeing?that they follow excellent business procedures and?stay out of trouble. The customer experience governance discipline is intended to help you accomplish the same thing and continuously adhere to principles that result in an excellent customer experience. Governance does not have to be heavy-handed.

Sure, every corporation could come up with a list of customer interactions that would lead to an employee's termination. However, 99% of this is negotiable. Your role is to establish the rules of your own game—the appropriate customer experience governance model and standards for your firm that lead to immense net revenue and amazing word-of-mouth (employees + Customers )

Thank You