There are a number of options depending on where the client is in their customer centric journey.
A standard implementation flow is as follows.
It has the following steps:
- Leadership are interviewed and briefed
on the MRI, their inputs on challenges and opportunities for improvement are
collected. The goal is to create leadership buy-in and alignment.
- Online survey of all leaders and
employees of the target business (after identifying work group/function
sub-groups for reporting purposes)
- Results analysed and presented to
Directors and senior management
- Most important gaps are identified in
relation to the business’s strategy
- Workshops conducted to develop and
implement to strengthen relevant customer focus behaviours and activities
- A Customer Centric Culture Change plan
is developed
- Processes put in place to track, detect
and improve customer performance
-
Processes put in place to assess sales
and profit improvements from customer focus culture improvements