Solutions
CX Standard
Transform the desired experience into an operating system for the entire organization. Most companies expect their teams to deliver a consistent experience. Few have a clearly defined standard to achieve it.
The problem it solves
In most organizations, the customer experience is transmitted informally. Team members learn by observing colleagues, interpreting verbal instructions or adapting their prior experience to the organization's expectations. The result is an experience that varies between individuals, shifts and locations.
When no defined standard exists, each team member decides what good service means. And what one considers excellent may be what another considers barely acceptable. Inconsistency is not intentional: it is the natural consequence of not having clearly defined what is expected.
A CX Standard solves this problem at the root. It precisely defines which behaviors, attitudes and processes constitute the experience the organization wants to deliver, and converts them into operational criteria everyone can understand, learn and apply.
What a CX Standard is
A CX Standard is the set of criteria that clearly defines how the customer experience should be executed at each moment of contact. It is not a generic procedures manual. It is an operational guide specific to the organization that adopts it, built from its real processes, culture and the experience objectives it wants to achieve.
The concrete behaviors that should be observed at each stage of contact: reception, needs identification, advising, objection handling and closing.
The commercial process to follow to maximize conversion and cross-selling opportunities, naturally and aligned with the customer experience.
The criteria and processes for handling complaints, claims, unexpected situations and dissatisfied customers consistently and aligned with brand values.
The identity attributes and organizational values that should be present in every interaction, beyond specific processes.
What it can include
Step-by-step description of how each type of customer interaction should unfold, with clear criteria and observable behaviors.
Definition of the sales process to follow, including stages, expected behaviors at each one and success criteria.
Translation of brand values and attributes into concrete behaviors team members can learn and apply.
Documented examples of well-resolved situations illustrating how the team is expected to act in different contexts.
Training instances oriented to help teams understand the standard and develop the skills needed to apply it.
Benefits of having a CX Standard
When all teams operate under the same criteria, the customer experience becomes more uniform regardless of who serves or which location.
Experience quality no longer depends exclusively on each team member's initiative or personality — it is backed by a system.
A clear standard significantly reduces the time it takes a new member to reach the expected performance level.
The standard defines the criteria for evaluating performance, making audits more objective and actionable.
A well-defined standard is the starting point for measuring gaps, implementing improvements and verifying that changes generated real impact.
When everyone knows and shares the same experience criteria, coordination between locations, shifts and teams becomes more fluid.
"A standard that is not measured ends up being an intention. The combination of CX Standard with periodic audits allows verifying to what extent the defined criteria are actually being applied in the operation."
Does your organization have a clearly defined experience standard?
We can help you design or update your CX Standard and verify through independent audits to what extent teams are applying it.
Request CX StandardOther solutions