Customer Experience – Do we really need more Governance?

A recent Forrester post on customer experience grabbed my attention. Governance: The Key to Customer experience management.

Do we really need more governance within organizations? Will more governance really transform customer experience?

A few nights ago I was at a restaurant with some friends and the waiter spilled drinks over three of our party. On receipt of the bill, we (half) jokingly asked the waiter if we’d be getting compensation for his error. The waiter said that he was unable to give us a discount or a free round of drinks as the manager wasn’t working that evening.

Governance is key to many business critical business processes and especially business processes requiring compliance to specific industry standards or legislation. As we have seen in the example above governance however can have a detrimental impact on customer experience. Governance locks employees into fixed, inflexible business processes which from a customer point of view can deliver a terrible experience.

Governance may help deliver consistency of service but what if that service isn’t very good to start with? What happens if we quickly need to change the process? Governance then acts as a roadblock or at least delays the ability of the business to perform a rapid change to procedures. Customer experience governance simply adds another management layer for the customer service representative to navigate in search for an answer.

It may seem naïve but surely every customer facing employee should perform their own customer experience governance. We may not be able to define it but we all know what good customer experience is. After all we are all customers. As employees do we really need more layers of management within our organizations telling us what good customer experience is?

From a customer experience point of view the solution should not be more governance, instead the business objective should be to devolve as many decisions as possible to your customer facing employees. Let your employees do their own customer experience governance.

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