We get asked a lot when designing global CX programs “Do you use exactly the same questionnaire around the world or can we vary it up a little bit? What’s the best way to do this?” I had a chance to sit down with Paul Herdman, MaritzCX’s global automotive design expert, and asked him that exact question.
It boils down to incorporating a core group of questions that are fundamental to the program and gives the C-suite exactly what they’re looking for to measure their business outcomes around the world. These are non-negotiable and can vary by organization. They are fundamental and do not change over time.
Around that, regional elements are built that are pertinent to each region. In this way, a program is developed that has the global standards desired by the executives but is regionally relevant to allow those managers to manage their business.
See what you think and let me know.
Until next time.
@christravell
