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Customer-Focused
Performance Quiz:
Where are you now?
Where would you like to be?
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Is there an executive in your company in charge of customer retention?
Is customer service a profit center?
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Do you and your team know how your company creates value for customers?
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Do you make improvements based on customer feedback? Do you tell
customers what you did?
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Do you segment customers by profitability?
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If something went wrong with a high-value customer, would your
executives know it right away?
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Do you make operational decisions with both your company's and
your customer's interest in mind?
If
you answered "yes" to all or most of these questions,
congratulations! Your company is a customer-focused performance
leader. Please contact our CEO directly to exchange views on what's
next. If you're not where you'd like to be, consider having us in
for a Customer-Focused Performance Executive Briefing or talk to
us about how you could get started valuing customer relationships
to drive profit. We've written about a Customer Focus as Business
Imperative in our Next-Generation Voice of the Customer Research
Thought Leadership Paper. It may be of interest as well. |
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