02. Beginning the Customer eXperience Executive Journey (01/18)
03. Service Vision (01/2018)
A clear purpose of why the business exists. First and foremost every organization that provides superior service has a strong Service Vision that creates a clear direction for everyone in that business. The true underlying purpose of what an organization brings to the community and why your Customers buy from you that they couldn’t get elsewhere.
04. World-class Internal Culture (01/2018)
Attract, hire, and retain only the people who have the service DNA. Creating a world-class internal culture that only attracts, hires, and retains the people who are capable of upholding the service vision of the organization.
Experiential standards everyone must follow. Have non-negotiable experiential standards for each stage of the organization’s Customer experience cycle. These experiential standards allow employees to provide a consistent engaging experience that is unlike the majority of competitors. Employees must consistently execute each of these standards.
06. Secret Service Systems (01/2018)
Utilizing Customer intelligence to personalize their experience, and engage and anticipate their needs. Create Secret Service systems that easily enable front-line employees to personalize the Customer’s experience by engaging them and anticipating and delivering on their needs. Having great standards is not enough, you now need to systemize those standards in order for them to be realistically delivered on a consistent basis.
07. Training (01/2018)
Systems and processes that remove variation and provide a consistent Customer experience. Create an incredible training program for all new and existing employees consisting of softskill training that increases their service aptitude, giving them the knowledge and tools to providing a world-class Customer experience.
08. Zero Risk (01/18)
Anticipating your service defects and having protocols in place to make it right. All employees must have full awareness of the potential common service defects that can arise at each stage of the Customer experience cycle and be trained and empowered to provide great service recovery when defects arise, so your company is known to be zero risk to deal with.
09. Creating an Above and Beyond Culture (01/2018)
Constant awareness and branding of how to be a hero. Create an awareness of the most common opportunities where employees can really deliver heroic service for the Customer that creates an above and beyond culture.
10. Measuring the Customer's Experience (01/2018)
What gets measured gets managed. Use a scientific method to measure your Customer’s experience and satisfaction, providing benchmarks for performance in each location/department.
11. World-class Leadership (01/2018)
Walking the talk. Every world-class Customer service organization is world-class to work for. It takes world-class leadership to provide the passion, inspiration, and discipline to all employees.