Know where you start from
Do you want to build Customer Centricity? Start from your strengths and move on from there. Embarking your company on a Customer Centricity journey will require you to first reflect on a couple of key questions.
Customer Experience is not a science but over the years best practices have emerged. Minds&More’s Customer Experience best practices framework is inspired by Customer Experience Professional Association (CXPA), the world largest association of CX professionals.
The key question then is: “where do we start”? Of course, the answer is “it depends”. Every company has different “gaps” to start from pending on their history in regards customer centricity and the maturity level that results from it.
Objective of SCAN
The first objective of course is to get a good picture of the current maturity by step of the model.
The second objective is to use the feedback as a first discussion to create a transversal discussion at management level to understand what Customer Experience looks like and what it involves of each individual department. Quite too often CE initiatives are delegated to one department, but it is important to establish from the beginning that this will require a transversal commitment.
The SCAN – How does it work ?
We typically send the SCAN to a group of 20 individuals across the organisation as well as the whole management committee. Results are shared in a report and in a full day workshop style.
Minds&More is focused on providing you with a quality scan of your Customer Experience maturity level. The Scan is built around our Minds&More Seven steps for winning Customer Experience.
Customer Centricity Maturity SCAN
Please contact us if you would like more information on our CE SCAN. We will be more than happy to talk you through our approach.
Following the SCAN we will be happy to support you with building Customer Centricity Plan that starts small but aims high. Our approach on the minds&more Customer Experience best practices framework inspired by Customer Experience Professional Association (CXPA), the world largest association of CX professionals.
