The Customer Centricity Test – How Customer Oriented Is Your Company or Organization?
March 28, 2014 5 Comments
This blog is dedicated to help you determine whether your company or organization has a customer centric culture.
Sample Customer Centricity Test Results
In this blog, we will cover the following topics:
A. The top 5 signs of a customer centric culture
B. Determine if your company has a customer centric culture by taking a simple test
C. Determine the category your organization falls into in terms of customer orientation. Is your company:
1) Customer Passionate
2) Customer Supportive
3) Customer Apathetic
4) Customer Users
5) Customer “Churners & Burners”
D. Three (3) easy steps to transform from a customer apathetic oriented company into a customer progressive organization that embraces customers as strategic partners
E. The metrics and measures that ensure you are maintaining a high degree of customer orientation and success
The following is the top five signs of a customer centric organization:
Top 5 Signs of a Customer Centric Culture
Take the following test to determine how customer centric your organization’s culture is toward your customers. Is your company customer progressive or does it practice customer churn & burn?
Customer Centricity Test, Part 1:
Customer Centricity Test, Part 1
Customer Centricity Test, Part 2:
Customer Centricity Test, Part 2
Customer Centricity Test, Part 3:
Customer Centricity Test, Part 3
Customer Centricity Test, Part 4:
Customer Centricity Test, Part 4
Based on the Test Results above, Is Your Organization Customer Centric and Does Your Company Have A Customer Oriented Culture?
Customer Centricity Test Results
Depending on the number of questions you were able to answer “Yes” to in the exam above determines your overall customer orientation score. Based on the total score (Number of “Yes” answers), you can rank your organization based on the above grid.
The following Are 3 Easy Steps to transition to a customer centric culture:
3 Steps to Transform Into a Customer Centric Company/Organization
Steps 1 & 2 are self explanatory. The sample metrics touched upon in step #3 above are detailed more in-depth on the next page.
The following are a set of progressive Customer Oriented Culture Metrics & Measures that ensure maintaining a customer passionate culture:
Progressive & Customer Oriented Measures & Metrics
For a deeper-dive on the top of Marketing and Customer Measures please visit my other blog on this topic: “Measuring Marketing ROI vs. Measuring Customer Value & Equity “ : http://stevenjeffes.com/2014/02/28/measuring-marketing-roi-vs-measuring-customer-value-equity/
In summary, transitioning to a customer oriented culture requires leveraging a proven customer oriented culture enablement methodology, skilled CRM change management practitioners and a holistic approach to implementing customer oriented methods and practices.
I have successfully used this approach on many customer oriented projects at many of the Fortune 500 companies in the US.
To find out more about this topic, please contact me via the “About” section of this blog.
