Once you have done the foundational work of identifying your stages of the experience and have identified the key 10-15 “Moments of Truth” or Customer Touchpoints, you can start to build experience reliability in a focused manner that won’t feel like you are trying to change the world overnight.
Reliability in your experience is proactively managing the key touch points with shared accountability across the silos. This approach emancipates your organization from the one-note dependency on survey results for driving change. Operational KPIs means not waiting for survey results – but knowing before the results come in where your operation delivered, and where it did not. Take these steps to begin to manage experience reliability…
