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Assessing the Organization |
Assessing the Organization |
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The Naïve to Natural™ Model |
A true Customer Experience comprimises nine key experience areas. The naive to natural model utilises these nine areas to examine your organisation and identifies which Customer Experience Orientation you are currently employing.
The nine key Customer Experience areas are:
- People
- Customer Strategy
- Systems
- Marketing & Brand
- Culture & Leadership
- Processes
- Expectations
- Channel Approach
- Measurement
Further analysis provides detailed results on: the level of Understanding in each Area, Actions occuring in each Area, and importantly whether this Action will enable your organization to improve your Customer Experience.
The full model contains 269 indicators and is completed with the assistance of one of our Naïve to Natural™ Advisors.
Our research shows that whilst 95% of senior business leaders believe that the Customer Experience is the next competitive battleground, only 15% of organizations are actually doing anything about their customer strategy. The good news for you therefore is that, you are already putting yourself ahead of the game.
Learn more about the four Naïve to Natural™ Model Orientations that are common to both versions.
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