Excellent course on Digital Business Transformation! Mr.Neil….Thank you ! I have given 5 stars as the structure of course is filled with practical, insights of impact. I truly enjoyed enjoyed tools, and tips. I am impressed with the passion, hard work that I have enrolled in other course. Once again thank you for the course !
Behavioral and cultural maturity on Customer Centricity with maturity grid..
An unique attitude based organizational evaluation is used to understand behavioral and cultural maturity and can provide insights on where and what kind of attention is needed from leadership to improve Customer Centricity. Instead of dispersed efforts, they can take focused actions.
An overall maturity rating for the organization or cohort of employees will quantitatively assess current state.
A maturity grid below can give relative position and also provide a benchmark.
Customer Centricity Maturity Levels
To arrive at this maturity level:
Customer Centricity of an organization across 8 dimensions is assessed and outcome will be an overall Customer Centricity Score against 4 maturity levels.
Unlike traditional assessments, in this survey participants’ attitude is evaluated by giving them 8 random scenarios and they have to select what they will do or feel in each of the situation. This way, it eliminates respondent bias.
Outcome is compiled in an interactive Customer Centricity report – a dashboard
Access Customer Centricity Maturity Interactive Dashboard here
For organizations of employee headcount (20 – 80) this Customer Centricity Evaluation is free.
I’m an artist at living – my work of art is my life.
– Suzuki
Be passionate about designing customer experience. Take personal interest in finer details of your product/service, even if its too insignificant for your role.
If a picture is worth 1000 words, a prototype is worth 1000 meetings.
– Tom & David Kelley
It’s best to create a culture to experiment, test & pilot the hypothesis rather than deliberation, debate & finalize!
Mind is never a problem, mindset is.
– Narendra Modi
All employees are good, any mind-block that makes someone pro or anti to a change is due to lack of clarity. Communicate beyond barriers to build strong bridges and change mindsets.
The more you engage with customers the clearer things become and the easier it is to determine what you should be doing.
– John Russell
Set it as your personal target to interact with at least 1 customer everyday, even if it is in an informal manner.
A little rain each day will fill the rivers to overflowing.
– Liberian Proverb
Leaders need to repeatedly and regularly connect with employees to emphasize the importance of customer experience. It’s not a one time fan fair event.
The customer is not always right, but they are always your customer!
– Shep Hyken
It doesn’t matter who’s right, any way. Not all customers will fit into ideal customer profile. This agile mindset is the starting point for customer delight.
Use your good judgment in all situations. There will be no additional rules.
– Nordstrom’s employee manual
Processes, control measures, audits & automations should empower your employees to serve customers better and not meant to turn employees into robots that follow rule & script books.
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