Designing and managing a customer experience initiative that serves a vast organization is a significant undertaking. The scope and importance of such programs warrant having a team with the necessary resources for deploying the initiative, monitoring the activity and measuring the impact. While the size and scope of the team will vary based on each organization, it is essential to establish a team and provide the right resources to ensure success. Here are four steps you can take to achieve world class culture and communication:
- Develop the brand of your customer experience strategy. What does it stand for? How will colleagues and customers recognize it?
- Develop a communication plan that ensures the customer story is delivered in a clear, concise and compelling manner to all the right audiences.
- Reinforce the message internally and externally.
- Ensure executives are sending the same messages in their communications.