ACES
Making performance visible.
Customer Advocates often completed transactions independently with customers in the driveway. ACES created a way to define great performance, measure it consistently, and give employees clear visibility into exactly what they were accountable for.
The most important moments happened without oversight.
Customer Advocates were often alone with the customer during the transaction.
That independence was important to the role, but it also created a visibility problem. Leaders could not be present for every interaction, which made it difficult to know whether each part of the transaction was being executed consistently.
At the same time, employees needed a clear understanding of what strong performance actually looked like.
Build accountability into the transaction.
ACES recorded performance across the transaction and translated those behaviors into a scorecard employees and leaders could use.
Record
Capture the key components of the customer transaction.
Score
Give each component a measurable performance score.
Compare
Show performance against a clear goal or expectation.
ACE
Meet the defined metrics and earn an ACE.
Employees shouldn't have to guess what good looks like.
The scorecard made expectations visible before performance became a coaching conversation.
Clear Expectations
Employees could see exactly what they were responsible for during the customer transaction.
Visible Performance
Individual elements of the transaction became measurable instead of relying solely on observation.
Better Accountability
Defined goals gave employees and leaders a common reference point for performance.
Better Performance
Greater visibility and clearer expectations helped create stronger-performing Customer Advocates.
Accountability starts with clarity.
If employees know exactly what success looks like, they have a much better opportunity to achieve it.
ACES connected operational expectations, employee performance, and customer experience through one visible framework.
Want to learn more?
Additional information about the ACES framework, scorecard design, performance measures, and implementation is available upon request.
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