The CX triple lock

What is the CX Triple lock?

The triple lock isn’t a secret and you don’t need a special password to open the door. The CX triple lock is a simple and pragmatic tool which recognises

 that providing a product or offering a service is inherently risky - how can you possibly ensure high levels of satisfaction when customers are by their very nature divergent, contradictory and hard to impress?

This is the reason the triple lock exists. No product or service should be offered without applying the model as a sense check - a customer experience risk assessment.

The Triple Lock comprises 3 simple elements which are each as vital as each other and no single one can exist in isolation. The best chance of delivering the customer experience you are dreaming of is by delivering three essential customer needs:

Accessible

Available

Answerable

That’s it, the three A’s of the CX Triple Lock. Deliver these and your brilliant product or service will be a winner in your customers’ eyes. Ignore them and watch your social media and customer service channels light up with costly complaints and customer rectifications.

“No product of service should be offered without applying the model as a sense check - a customer experience risk assessment.”

Over the course of the next three chapters we’ll explore each of the A’s in turn and prepare you to delver your best possible customer experience every time.

For a free customer experience risk assessment on your business click here