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'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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