An insurance company was eager to improve customer experience. They knew what was frustrating their customers, but customer satisfaction scores were stuck. They weren’t moving in the right direction. After speaking with their associates, I observed that everyone was being held responsible for customer experience at a general level, but it wasn’t clear how they were expected to support the metric or who was responsible for specific aspects of it. Does this sound familiar? If it does, you might enjoy this video from my LinkedIn Learning course “Service Metrics for Customer Service.” The video explains a responsibility assignment matrix and how it can be helpful.
Clarifying responsibilities from Service Metrics for Customer Service by Brad Cleveland