Standards are the framework on which you build your customer experience, provide customer satisfaction and ensure consistency in delivery; they shape what you do and how you do it.
Well-designed standards can drive high performance by:
To understand your priority areas for standards your starting point will need to be the information gathered from both customers and staff in relation to both service expectations and where you want to position yourself as a business. You will also need to establish, again using feedback from both staff and customers, on what your current position is. Any identified gaps between what you currently deliver and what is expected will provide the basis for your action plan.
How could you apply it to your business?
Standard: a level of quality or attainment, especially one that is accepted or considered normal by people.
Customer experience: everything the customer encounters, tangible and intangible. The practice of designing and reacting to customer interactions to meet or exceed and thus increase customer satisfaction, loyalty and advocacy
Customer journey: visually illustrates customers’ processes, needs, & perceptions throughout their interaction and relationship with an organisation
Touch points: all the communication, human and physical interactions with your customers experience during their relationship with your company
Managing expectations: to seek to prevent disappointment by establishing in advance what can realistically be achieved
Benchmark: a standard or point of reference against which things may be compared