How customer-centric is your organization?
A true customer experience compromises nine key experience areas. The Naïve to Natural™ model utilizes these nine areas to examine your organization and identifies which customer experience orientation you are currently employing.
The nine key customer experience areas are:
- Customer strategy
- Marketing and brand
- Culture and leadership
- Channel approach
The full model contains 269 indicators and is completed with the assistance of one of our Naïve to Natural™ advisors. Further analysis provides detailed results on the level of understanding in each area, actions occurring in each area, and most importantly, whether this action will enable your organization to improve your customer experience.
Our research shows that while 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 is that you are already putting yourself ahead of the game when you understand how your organization is functioning.
To learn more about how you can assess your organization’s customer-centricity, contact us today.