Customer Centricity Maturity Assessment
Create a shared starting pointÂ
Most organizations aren’t as customer-oriented as their management believes – and it affects the bottom line.
Establishing a shared understanding of the current state is the best place to start. It’s a critical success factor for driving customer orientation and a solid foundation for setting the right priorities moving forward.
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We now offer a maturity assessment based on the Customer Centricity Maturity Assessment (CCMA) developed by Loyalty Group.
CCMA helps uncover what it will take for your organization to become as customer-centric as it believes it is. Both the management team and relevant employees complete the survey, and the results provide a foundation for targeted recommendations and a facilitated leadership discussion.
By aligning on the current state of customer orientation and identifying the biggest barriers, you can create a structured plan for becoming more truly customer-centric.
A maturity assessment is a key first step toward becoming truly customer-centric. The Customer Centricity Maturity Assessment (CCMA) begins with a survey completed by all relevant employees – followed by the leadership team completing the same survey.
In our experience, the survey itself initiates a maturity process by putting the topic firmly on the agenda. Through a series of questions across four dimensions, the survey provides a clear picture of your current level of customer orientation and highlights the internal obstacles employees face in delivering real customer focus.
By identifying today’s barriers – often several – you can develop a structured plan for becoming more customer-oriented.
