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How To Create A Customer Experience Action Statement And Its 3 Pillars
The customer experience action statement outlines what you want your team members to deliver and your customers to feel every time they interact. The three supporting pillars help you achieve this.
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Customer Service Vision Statement
WHAT
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HOW
Supporting Pillars
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THE 1ST PILLAR: EXPERTISE
The first pillar represents your expertise or being the best at what you do( for example, the best pizza makers, doctors, nurses, delivery drivers, etc.). Your focus is on quality, technical ability, professionalism, and operational excellence.
THE 2ND PILLAR: CUSTOMER INTERACTION
The second pillar focuses on customer interaction( for example, hospitality, relationship-building, and personalized experience).
THE 3RD PILLAR: ABOVE & BEYOND
The third pillar focuses on where you can go above and beyond. It focuses on taking a step further to surprise and delight when the opportunity presents itself( for example, exceeding, opportunity, and being proactive).
QUALITY
Service / Product Expertise Technical Operational
CUSTOMER INTERATION
Hospitality Relationship Connection Personalize
ABOVE & BEYOND
Exceed Opportunity Proactive
While the experience action statement is vital, I believe the pillars are even more important. Without the pillars, the service vision statement is just a statement. However, the pillars are the how. You can achieve the experience action statement by executing the pillars every time.
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