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How an organisation acts to reflect a culture
aligned to the customer
Senior management priorities and interests
Shared beliefs and purpose about customer focus
Understanding of customer value drivers
Empowerment and risk-taking attitude
Cultivation of entrepreneurial mindset
Cost /
Investment attitudes towards customer interactions
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How an organisation generates, distributes
and acts upon learning about
and from customers
Types of
customer learning
Feedback from frontline employees
Learning from active listening to
customers by management
Understanding of the customer journey
Mix of
learning methodologies
Ability to sense latent needs on an
ongoing basis
Styles
and impact of customer probe and learn
Openness to learn from customers (permeability)
Knowledge
and use of customer
and market segments
Internal
sharing and interpretation of customer knowledge
Use of customer complaints to fix root-causes
Adequacy of customer-information systems
Involvement of partners in knowledge-creation |
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How the organisation interacts and relates with its
customers to deliver superior experiences and if
appropriate, build relationships
Use of
planned customer experience elements
Openness
of marketing and communications
Level of customer collaboration and partnering
Inbound channel adaptability
Knowledge and skills of frontline employees
Pace of innovation and change in the customer interface
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How the organisation is structured, configured and aligned
to continually adapt and develop its
customer focus
Types of strategic business planning
Links
with strategy-making and investment planning
Relations
between functions
Ability of information systems to support inter-functional
coordination
Basis of employee rewards and incentives
Alignment
of standards, measures and targets
Ability of
management to react to developments and new opportunities
Inter-business unit coherence
Brand
portfolio alignment
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