A New Framework
Measuring your customer-centricity at an Individual, Team, Business Unit, Board, Company level.
Two Scales of Measurement
- Customer-Centricity v Company: To what degree are your decisions made in the interests of the customer versus the interests of the company? Are your KPIs centred around metrics like Net Promoter Score (NPS) or Share Price? Who is responsible for customer experience? Is innovation driven by customer needs or internal factors?
- Collective v Individual: To what degree does the company work as a team or a whole to deliver for customers? Do employees have to ‘break the rules’ to deliver a great customer experience? Does every employee have a CX based KPI? Does company culture promote creative problem solving?
CX STAR
Has the Customer and Company’s best interests at heart. Looks for Win-Win solutions to improving the customer experience. Understands the impact of decisions on the customer and the company.
CUSTOMER CHAMPION
A maverick rule breaker, for a good cause? Willing to break the rules and ignore company policy in favour of pleasing customers. May not understand the costs or the impact on the company. Potentially a leader to change ideas of others.
TEAM PLAYER
Plays by the company rules. Follows the company policy when it comes to customer experience. Will favour the interests of the company over the customer. Motivated by company KPIs like profit and share price.
LONE WOLF
Gets things done. Motivated by their personal success. A real self-starter who works well on their own. Whilst a great doer, their potential blind-spots fall in sometimes taking their eye off the customer.
Industry & Market Benchmarking
What does success look like? How do you measure up to other organisations competing for the same customers?