A successful Customer Experience Management Program can thrive in a variety of implementations, so long as it meets a few core criteria:
- Your program effectively represents, interprets, and reacts to its customers’ needs
- Your program creates a network of Customer Evangelists throughout the organization that are a persistent driving force when it comes to maintaining a focus on customer centricity in product and process design
- A part of your Customer Experience Program focuses on the development of the company culture
- Your program uses some combination of quantitative and qualitative data to measure general satisfaction and improvements over time
- Your program has Executive buy-in to drive change in the best interest of your Customer
How you make the above happen will depend on a number of factors, which we will discuss in upcoming posts.
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Annie Tsai 