Organisations with a reputation for service excellence have a 24% higher net profit margin than rivals and they achieve up to 71% more profit per employee ~ Institute of Customer Service
Customer-centricity aligns a company’s sustainable development and delivery of its products and services around the continuous changing needs of its customers, in order to maximise financial value over the long term.
The impact on the business and financials will clearly indicate WHY it is necessary to address the recommendations. The deliverables will be shown on a diagram indicating where the growth should come from and the business impact.
The findings will show exactly WHAT needs to be done to address the areas of importance. These range from strategic objectives (e.g. designing a Customer Management Strategy) to operational goals (e.g. run customer surveys to determine customer expectations).
Detailed recommendations will be provided to understand HOW the findings should be addressed (e.g. implement a survey system to measure transactional satisfaction at the various touch points).
Our consultants can work with your teams to design the roadmap to define and scope PROJECTS to address the top priorities. This include project managers as well as subject matter experts (e.g. research specialists, business analysts, management consultants).
C-CAT is a very comprehensive assessment tool based on the latest research in the field of customer-centricity. The assessment covers all the levels and areas of your organisation, from leadership to customer-facing staff as well as support functions.
A full range of elements are considered: strategy, culture, marketing & communication, data, systems & technology and analytics, to name a few. Quantitative and qualitative information is gathered by reviewing existing information, conducting staff engagements and customer surveys. This is then analysed and the tool produces detailed insights as well as strategic recommendations and executive summaries. The impact on the bottom line is illustrated to better understand the return on investment. Qualified and experienced teams are available to work with your organisation to realise the benefits of implementation. C-CAT is not a once-off measure. On-going support and semi-annual or quarterly monitoring of implementations is included to guide you through the process. We help in the execution of transformation opportunities by providing collaboration tools and a partnership network with access to specialists in the various areas.