Canopus Client Centric Culture Assessment

Canopus Client Centric Culture Assessment

An easy and effective psychometric assessment of Client Centricity Culture of your organization

Client Centricity

Client centricity is the attitude of putting the client’s success at the center of all decisions and actions taken throughout an organization. It goes beyond merely considering what customers are looking for; it’s about creating a culture and mindset shift that prioritizes the client’s interests every day, everywhere.

In a technology driven environment, being client-centric is a definitive competitive differentiator. Client Centric Culture is a powerful business growth lever and you shouldn’t miss out.

Measuring Client Centricity

Measuring client centricity is crucial for understanding how well your organization prioritizes and serves its customers. It also serves as a yardstick of progress. There are different ways to evaluate client centricity. You can consider surrogate measures such as C-Sat metrics, business performance metrics, social-media reviews, informal customer feedback, and surveys.

At the heart of client centricity are your employees. Hence, their attitude towards clients and situations relating to clients have a significant impact on how the organization as a whole is client centric. For instance, without the right attitude, employees may not establish or adhere to processes that provide transparency to clients.

Hence, it is important to understand the behavioral responses of employees to evaluate the cultural maturity of the organization in terms of Client Centricity.

Who will benefit from Client Centricity Assessment?

• B2B businesses (Turnover>100Cr) who have reasonably good customer centric practices in their organization, yet know there is scope for important but unclear where to progress
• You have all the right technology and resources in your organization, yet there are frequent client escalations
• Your employees are at loggerheads when it comes to getting things done
• As an organization, promises are made to clients, but hardly they are kept

About Canopus Client Centricity Culture Assessment

Canopus Customer Centricity Assessment is a proprietary tool and an organizational assessment to understand the behavioral and cultural maturity of an organization across 7 dimensions of client centricity. These 7 dimensions can also be viewed as simple behaviors that every employee can easily master and practice called as the  7 Acts of Client Centric Professional.

These 7 dimensions are:

1. Understand the Customers with empathy
2. Take Ownership of needs
3. Establish Fair, Scalable, Transparent & Sustainable Process
4. Collaborate internally & externally
5. Consistently Deliver on promises
6. Continuously Improve things for customers
7. Serve with Passion

You can learn more about 7 Acts of Client Centricity here.

Why should you consider this Culture Assessment?

• Psychometric Evaluation: Unlike more Client Centricity Assessments, which pose direct questions and elicit an honest answer from the respondents and use that as the basis of evaluation, our assessment uses psychometric evaluation. Each participant will respond to 14 random, near real-life business scenarios involving clients, and their responses will be used to gage their attitude and behavior towards client centricity.
• Identifying Strengths and Weaknesses: Through our assessment process, you can identify areas where your organization excels in customer-centric practices as well as areas where you may need improvement. This enables targeted efforts to strengthen customer relationships and improve overall satisfaction.
• Improve Customer Orientation of Employees: Our assessment helps you to focus on areas that can directly enable the employees to serve clients better. Thereby, you will be able to directly address Client Centric Culture of your organization and thereby deliver exceptional service and products.
• Improve Focus & Optimize Efforts on Culture Building: After the assessment, you will have a better idea of what capability building and employee engagement activities will be needed. So rather than floundering on different initiatives, you will divert your resources to the areas that are the most important.

More about the Assessment

• Unlike traditional assessments, our psychometric evaluation needs the participants to respond to 14 random, near real-life scenarios to evaluate their attitude towards the 7 Acts
• The questions are customized for the B2B and B2C sectors 
• The results are mapped to the following 4 maturity levels:
  • Zero: Inconsiderate to clients
  • One : Indifferent to clients
  • Two : Inclined towards clients
  • Three: Oriented towards clients
• ​The final result will be a Client Centricity Index Score on a 0 to 3 point decimal scale
• The index has minimal respondent bias
• The report will also provide Attribute-wise (i.e, 7 Acts), Department-wise and Location-wise aggregation
• This assessment can also include expert recommendations on what actions are needed

Sample Assessment Output

The result report of the Client Centric Culture Assessment is an interactive report. Click here to access the sample assessment report

How is the Assessment Conducted

• Agree on target audience
• We customize questions based on your business and clients
• Participants take the assessment online (time commitment: 15 mins)
• We publish the results along with the recommendations
• Present the finding to your leadership team and facilitate an action plan

Next Steps

In order to evaluate whether this assessment will be useful to you, as a next step, we recommend you to simply contact us and we’ll guide. In case it is not apt, we will let you know upfront.