CX Tip #21: Set Service Targets Based on Customer Expectations

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CX Tip #21: Set Service Targets Based on Customer Expectations
(Customer Connectedness)

Recognizing that it needed to establish targets for execution based on customer expectations, and not just on its operational ability to execute, EMC added customer experience focus questions around the customer’s expectations during a service event. For example, a question was added that asks the customer what timeframe between updates they would find acceptable. EMC uses a Van Westendorp Methodology to analyze the customer’s responses that helped determine the optimum timeframe for progress updates as it relates to the customers expectation. Knowing what the customer expected allowed EMC to add or improve processes and set customer quality targets within the support organization to better meet or beat the customer’s expectation. Click for more info

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I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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