Customer Experience Commitment
Norton aims to offer unmatched service to our community of readers, bookstores, instructors, students, and institutional leaders. Recognizing that offering a high-quality customer experience (CX) is critical to Norton success, we formed the digital product team in 2018 to enable a more user-centric approach to software development and support for all of our customer-facing digital products and websites.
When it comes to our digital products, Norton's culture of service emphasizes a comprehensive, interdepartmental approach to taking care of our customers. While everyone at Norton plays a role in ensuring that our customers have the best possible experience with our products, members of the CX team include:
- Service Desk agents
- Product Specialists
- First responders (as defined by our incident response protocol)
- Customer Support Specialists
- Media Producers
- Instructional Technology Team
- Media Editorial
- Customer Success Managers
- Media Specialists
- Institutional Sales Team
Regardless of their department, all Nortonians providing customer service strive to meet the same standards:
- Maintain a high overall customer satisfaction rating via surveys on our Service Desk
- Keep response times low.
- Build strong relationships with customers.
- Increase loyalty among customers by providing consistently superior service.
- Treat issues with urgency
- Keep end-users informed
- Be responsive
- Be helpful
- Use approved and consistent language when responding to customers.
- Coordinate to ensure messaging is consistent with internal and other external messaging (like status page updates).
- Follow a clear process for analyzing, documenting, and processing incidents.
- Ensure that all first responders to incidents are communicative, responsive, act proactively, and follow our outlined protocols.
- Work to ensure our protocols, processes and language lead to quicker resolution of customer issues and higher satisfaction ratings.
- Regularly (at minimum before each semester) review and update help notes based on user feedback, sales insights, product specialist perspectives, service desk feedback and team collaboration.
- Ensure that Nortonians and external users receive the information they need about upcoming releases.
- Stay in close contact with other support teams and team members.
- Provide updates on our Status Page to inform adopters of issues.
- Provide advanced warning (at least a week's notice) for planned maintenance.
- Consult on course challenges and teaching challenges.