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For Customer Experience Professionals

Standardize Great Customer Experience Delivery

How Companies Create, Share, And Assess Customer Experience Standards

September 25, 2014

Why Read This Report

Companies create customer experience (CX) standards to prevent avoidable customer experience mistakes, to ensure consistent experience delivery, and to set a high bar for customer experience quality. But how do CX professionals determine which parts of the experience need standards? And how do they determine if the standards they create improve the experience? This report describes how CX professionals should determine the elements of an experience that need CX standards and how they can create standards that strike the right balance. The report also details how CX pros should socialize and reinforce customer experience standards with all employees and how they can measure the standards' level of success.

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Table of Contents

  • Bad CX Standards Are Worse Than No Standards At All
  • Follow These Steps To Create The Right CX Standards
  • recommendations

  • Plan For Ongoing CX Standards Maintenance
  • Supplemental Material
  • Related Research Documents

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