components of a best in class program_linked in

Components of a Best in Class Customer Experience and VOC Program

Strategy & GovernanceCouncils in place at enterprise andBusiness unit levels to coordinate

service leadership efforts

Service StandardsAdopted throughout -

applied to both internal andexternal service interactions.

Training & DevelopmentAll employees know how toapply service principles and

standards to their job

MeasurementClear measures in place toassess service quality at alllevels of the organization

PerformanceManagement

Customer focus incorporated inprocess, documents and

accountability criteria

IncentivesCompensation structure rewards

customer-focused outcomes

RecruitingCustomer focus included as a key

hiring criterion for all roles

RecognitionService skills reinforced

and rewarded in every partof the company

CommunicationEnterprise and business unit

communication plans coordinatedto reinforce service initiative

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