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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?
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Industry & Market Benchmarking
What does success look like? How do you measure up to other organisations competing for the same customers?