CX Team Assessment

CX Team Assessment

Introduction


In the last 20 years, we have seen the business world pivoting from product obsession to customer-centricity. For a reason. Hardly any product is without competition. Unless you occupy a niche, your customers can choose from many alternatives on the market that offer similar features at comparable price ranges. Also, thanks to the internet, your customers are better informed than they have ever been. And through social media, they have a voice that can be heard anywhere in the world.

The typical reaction to this changing paradigm is to invest in the commercial front-end and come up with new or improved products. Most companies have been betting on better sales strategies, even more, amazing marketing campaigns and lately even invested in better customer service. They have ramped up their product development and it is fair to say, that the consumer has never had access to products as good as today. Across the board. And as a result, most companies are struggling not with winning but keeping customers.

The only way to truly differentiate is to offer something beyond the product. A familiar feeling. A place to belong. A home. In a world of abundant quality choices, customers can afford to let the heart decide. That is what we call customer experience.

The following 30 questions will take you through three different dimensions: 1) Existing CX Tools & Systems, 2) Customer-Focused Culture and 3) Organizational agility. It takes about 10-15min to complete. If you start the assessment and do not submit your answers, you can answer later by accessing the same link sent by email, but you will have to start from the beginning.

Remember to submit your answers before the closing date, after this date the link will be deactivated.


30 Questions | Duration: 10-15 minutes


Deadline: // -

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Part 1: Customer Experience Framework

Take a few moments and reflect on how your organization has already shifted its perspective and mindset from product to customer orientation. From inside focus to an outside perspective.

1How are you collecting customer feedback?

2How do you make sure that internal processes/projects are focused on delivering customer value?

Part 1: Customer Experience Framework

Take a few moments and reflect on how your organization has already shifted its perspective and mindset from product to customer orientation. From inside focus to an outside perspective.

3To what extent do leaders demand Customer Focus from their people?

4Customer Focus is a top priority for your leadership team?

Part 1: Customer Experience Framework

Take a few moments and reflect on how your organization has already shifted its perspective and mindset from product to customer orientation. From inside focus to an outside perspective.

5What type of system do you have in place that allows you to manage & document all your information and interactions with your customers?

6Do you have KPI’s in place that focus on customer satisfaction?

Part 1: Customer Experience Framework

Take a few moments and reflect on how your organization has already shifted its perspective and mindset from product to customer orientation. From inside focus to an outside perspective.

7How would you describe your Customer Journey?

8When dealing with customers, are there behavioral standards or is according to everyone’s preferences?

Part 2: Customer Focused Culture

Traditional companies are often grounded in an operations mentality. Rules and policies only allow for little flexibility, preventing the organization from being anything more than just average or satisfactory when it comes to customer focus. Customer oriented cultures on the other hand know how to hire for it, train for it and deliver it. Please, slide the bar to choose the answer that is most applicable to your organization.

9How would you describe the level of empowerment in your organization?

Manager's approval for almost anything Employees making decisions that are for the benefit of the customer

10How is the hiring philosophy in your company?

Hire for skill Hire for culture

11How would you describe the training practices in your company?

Technical skills and product knowledge Both technical and soft skills to break away from being average

12How would you describe typical leadership decision making in your company?

The leaders set the vision and mission of the culture, but sometimes will have the "Do as I say, not as I do" approach The leaders set the vision and mission of the culture, and then they lead by example

Part 2: Customer Focused Culture

Traditional companies are often grounded in an operations mentality. Rules and policies only allow for little flexibility, preventing the organization from being anything more than just average or satisfactory when it comes to customer focus. Customer oriented cultures on the other hand know how to hire for it, train for it and deliver it. Please, slide the bar to choose the answer that is most applicable to your organization.

13How would you describe your company ́s culture?

Culture focused on systems, procedures and the bottom line Develop a culture of happy, engaged and fulfilled emplyees that deliver a better customer experience

14What best describes your company ́s idea of customer service?

Sees customer service as a department Looks at customer service as a philosophy

15How would you describe your company ́s sales approach?

Selling products Taking care of customers

Part 3: Customer Focused Culture

Traditional companies are often grounded in an operations mentality. Rules and policies only allow for little flexibility, preventing the organization from being anything more than just average or satisfactory when it comes to customer focus. Customer oriented cultures on the other hand know how to hire for it, train for it and deliver it. Please, slide the bar to choose the answer that is most applicable to your organization.

1Consistency

  1. Change typically occurs here with a clear picture or vision of the intended future.

    Strongly disagree Strongly agree

  2. We follow a plan and make sure that we don’t get distracted.

    Strongly disagree Strongly agree

  3. Processes are in place to track progress.

    Strongly disagree Strongly agree

2Commitment

  1. Appropriate resources needed to make the change work are allocated. future.

    Strongly disagree Strongly agree

  2. Leaders consistently demonstrate support for the change, ‘walk the talk’ and enforce desired actions.

    Strongly disagree Strongly agree

  3. We are disciplined in our approach, and respect that true change takes time and effort.

    Strongly disagree Strongly agree

Part 3: Customer Focused Culture

Traditional companies are often grounded in an operations mentality. Rules and policies only allow for little flexibility, preventing the organization from being anything more than just average or satisfactory when it comes to customer focus. Customer oriented cultures on the other hand know how to hire for it, train for it and deliver it. Please, slide the bar to choose the answer that is most applicable to your organization.

3Communication

  1. The purpose or rationale for any change is clearly communicated to employees.

    Strongly disagree Strongly agree

  2. We allow enough time for everyone to hear and understand the vision and the path going forward.

    Strongly disagree Strongly agree

  3. Managers and other leaders make themselves easily accessible for answering questions or information-sharing and actively seek input from employees.

    Strongly disagree Strongly agree

4Collaboration

  1. People impacted by the change are actively involved in shaping the desired future.

    Strongly disagree Strongly agree

  2. Cross functional teams are ensuring a harmonized implementation across the whole organizationth going forward.

    Strongly disagree Strongly agree

  3. Standards and expectations for new behaviors are established and promoted.nd actively seek input from employees.

    Strongly disagree Strongly agree

Part 4: Your Insights

1Where do you see the greatest potential for improvement and why?

2What do you expect from your colleagues when it comes to customer focus?

3Where can this company be in a year’s time if we focus more on building better relationships inside and inside out?

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