What is the Customer Experience are you trying to deliver?
Ask this question to people in your organization and listen to the different replies you get. Chances are if you don’t have a defined Customer Experience Statement (CES), the answers will vary from person to person.
The CES is the focal point of a customer experience program. A CES informs employees at all levels how to approach the decisions they make every day that drive customer loyalty and customer retention. It guides the decision-making necessary to take a company one step closer to creating the ideal customer experience.
Without a clearly defined CES, everyone does what they think is the right thing, which leads to overlapping priorities and gaps in the experience. This can result in lost opportunities and increased costs.
Beyond Philosophy’s Customer Experience Statement (CES) Workshop Series can help you keep everyone in your organization on the same page as it pertains to the customer experience by helping you define your CES.