Pull Back Curtain on Member Experience: Guest Opinion
Building a rewarding customer experience is more than a “play it by ear” project. It’s a systematic journey to determine what works best for your audience and to anticipate their needs and desires. As it result, it demands governance.
Customer experience governance is best defined as the methodology employed to guide delivery of a business’s customer experience strategy. Effective governance requires an organization to provide a consistent structure and decision-making process for their customer experiences across all channels.