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
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