Word Nerd Wednesday is a weekly series that uses words to learn about, understand, and improve the world around us. #wordnerdwednesday
Someone asked me this week which customer experience framework I think is “best”. That’s a hard question to answer because the word “framework” means so many things to so many people, making it a perfect candidate for Word Nerd Wednesday!
Broadly, a framework is any structure that outlines the parts of an idea or system and how they relate to each other. Every framework should help you answer a specific question like:
– What constitues a good customer experience?
– What are the elements of a robust CXM system?
– How should we get from point A to point B?
Examples of the first type, quality frameworks, include NPS, CX Index, and ACSI. Most CX maturity models fall into the second category, and Kotter’s 8-step Change Model is a classic examples of a process framework.
Is there a framework you find particularly useful, CX or not? Why? What did/does it help you do?
