components of a best in class program_linked in
TRANSCRIPT
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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