Why don't you hinge to your CX Playbook?

Most clients that I consult across sectors have the Customer Experience Center of Excellence (CoE) which is mandated and works to develop a better understanding of customer needs. In the current scenario, the CX CoE team is translating those findings into actionable insights, with a focus on what next. Similar to a Marketing playbook, a CX playbook is essential to launch and improve CX practices, and to encourage a CX mindset within and across the organization. This will assist you with small quick wins to showcase the ROI, in action.

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So what is a Playbook?

Playbooks are documents for the brand messaging, communications and content that will safeguard consistency and quality of advertising and promotional activities across channels and multi-media. Playbooks are about giving stakeholders a clear view of the main objectives and key messages. In short, a playbook makes collaboration easier by putting the information in a rational and easily accessible setting.

As an advisor to a few MNCs, it evolved to me how significant this is to Customer Experience Management (CXM). We require the messaging to be clear along the customer journey. A good clarity of understanding, alignment and collaboration across the organization’s departments and teams. We aim for consistency of a seamless CX delivery across touchpoints/ channels. The CX playbook makes the vision of CX and customer journey mapping reasonable and easily accessible to teams that design and deliver the “ideal” experience.

What are the benefits of a CX Playbook?

The CX playbook is proving increasingly useful in disciplines listed below:

-? Empathy: It assists your staff to think about customer’s needs and put themselves “in the customer’s shoes”

-? The book surely helps front-line staff to communicate the brand promise and explain the value proposition to customers along the different stages of their journey

-? The book works as an instrument within the organisation for building trust internally and externally

-? It helps in day to day conduct of business that individuals can personally commit to, and specifies the measures by which performance, quality standards will be measured, monitored and improved

-? It’s a concise medium for onward dissemination and driving customer centricity throughout the organisation

-? A particularly useful guide for staff training and the induction of new joiners

Using a mix of hands-on training, service and organisational design, the CX Playbook outlines a multi-phase methodology for creating an ideal customer experience. The CX Playbook is not only an operating model and CX value metrics but a single-source repository that describes the way of doing CX in the organisation in a standardised and interconnected way.? As a handbook and guide, it provides teams with a set of practical equipment and outlines to practice with.