How do we ensure that everyone in the organization is on the same page when it comes to customer experience?

I’m thinking about a quote I stumbled upon the other day from Edmund Wilson: “No two persons ever read the same book.”

Wow! Isn't that the truth?

Think about books you’ve read; think about books you’ve discussed—either back in school or with friends or colleagues. I’m pretty sure you all came away with different lessons, interpretations, and favorite characters. You probably loved it, while someone else hated it. You might have been bored with it after two chapters, while others totally related to it. Never mind books... think about conversations you’ve had. Were they all interpreted the same way by every party involved?

How does this apply to customer experience?

It got me thinking about customer-centricity and getting the organization focused on the customer. How do we get everyone on the same page? How do we ensure that everyone is reading the same book?

A few tools you can use within your organization include:

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