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Testimonials

Thomas Ginschel

18 de August de 2022

The CX Awareness Training was eye-opener, interactive, and thought-provoking. Great online learning experience, too!

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Assess your organization

Is your business “Customer-Centric”? Are you striving to deliver a better Customer Experience for your clients? You’re not alone. Higher profit and lower costs have made “customer-centric” one of the most sought out key-words on Google with significant increases year over year.

Take this quick quiz to get a sense of how customer-centric your organization is right now. It’ll only take a few minutes. Click the button below.

Next

How are you collecting
customer feedback?

We don’t collect customer feedback.

Occasionally. Our salespeople get feedback from time to time, or we send out a survey.

Regular surveys are sent out, which we use for continuous improvement.

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

We’re capability driven and focus mainly on improving our products and services.

We have pockets of excellent customer orientation but not throughout the whole organization.

All existing and new processes are driven by our customers’ needs and we are continuously revising procedures that don’t meet customers’ needs.

Is your company culture positioned around customer needs?

It’s not, except for the customer facing personnel.

To some extent, but most of the organization is focused on achieving internal performance indicators.

We implemented a customer first mentality in everything we do.

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

It often takes a back seat compared to productivity and efficiency.

It is strongly encouraged from many leaders and customer focus is one of our leadership standards.

Customer Focus is lived by all leaders, and they continue to inspire everyone to see through the eyes of the customer.

Is Customer Focus a top priority for your leadership team?

The leadership team is mainly focused on how to develop and deliver our products/services.

The leadership team talks about customers when there is a specific issue.

The leadership team allocates more than 75% of their meeting time to discussing customers.

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

Manual & Decentral. Up to individuals and teams.

We have a common CRM in place, mostly for contact information and sales pipeline.

Yes, we have a CRM in place, and it is widely used in the organization to share information, supporting all our customer activities, and allowing us to act as one team.

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

Not that I am aware of.

Depends on the department, mostly it is embedded in client-facing areas.

Yes. We are measuring customer satisfaction religiously and use it as motivation to continuously improve.

How would you describe your Customer Journey?

I don’t think we have that.

We are aware of our customer journey and the most important touchpoints.

Our customer journey allows everyone in the organization to connect their work to the customer. We measure and improve it to actively shape our customer experience.

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

We only have a few mandatory behaviors towards customers.

We have defined standards, but we leave ample room for individual style.

We always represent consistent behaviors towards all our customers, based on our mission, strategy, and brand identity.

Reveal my organization's CX level