ICXS 2019 – International Customer Experience Standard
For private sector organisations in a competitive world, a high standard of customer service and experience is often the key differentiator.
At the same time, public sector organisations also need to show that they are responsive, reliable and respectful to consumer needs.
The outcome of a customer's experience heavily influences their loyalty to your brand. This is why it is essential for an organisation to understand:
What does the customer journey look like through every channel?
Which parts contribute negatively or positively to the experience?
How is the actual customer experience created?
What are the elements in the customer journey that are most important to the customer?
How can you positively improve the customer experience?
The factors directly influencing the customer experience are the 5 pillars of the Service Excellence Model. These emphasise the importance of key elements which need to be manage
ICXS Standard
Each element and section of ICXS2019 has several criteria/clauses. Each of these has a brief descriptive title which assists in identifying the criterion throughout the assessment, implementation and reporting process.
Furthermore, under each criterion, there is a statement, that the organisation needs to demonstrate has been implemented and adopted.
These statements provide the direction on what customer-focused organisations should be doing to achieve improvements in customer experience and customer service excellence.
However, the list of requirements detailed in each section provides clear guidance on how the stated goals should be achieved.
- The elements from 1 to 5 (5Ps) detail criteria on how customer experience service excellence can be improved.
- Section 6 (Measurement of Performance) details the main measurements needed to conduct a full cycle of customer, employee and service excellence measurements.
- Section 7 (Performance Results) documents the research results of the required customer and employee measurements.