Is your organisation truly customer-centric? Here’s your checklist
HomeResourcesIs your organisation truly customer centric heres your checklist
In the rapidly evolving world of business, there's a burgeoning perspective that everyone is talking about - being customer-centric. But what does it truly mean?
At its core, customer-centricity is a holistic strategy that positions the customer at the very nucleus of business processes and critical decision-making. It underscores the principle that a customer's needs, preferences, and overall satisfaction are of utmost importance.
However, there's a distinct difference between being 'customer-focused' and 'customer-centric.' A customer-focused approach simply attempts to meet customer needs. On the other hand, customer-centricity delves deeper. It's about actively seeking to comprehend and even predict those needs, always pushing the boundaries to deliver unparalleled customer experiences.
Key Indicators of Customer-Centricity
The term 'customer-centric' might sound fancy, but how do you actually know if your organisation embodies it? Here are the signs to watch out for:
You hear the customer talked about regularly – at all levels
Leadership advocate for the customer and clearly understand their needs and challenges. They build this into the strategic direction of your organisation
Everyone in your organisation understands their relationship to customers and the impact they have on them
You have a clear vision for your customers and everyone in the organisation is bought into it, and working towards it
You spend time learning about your customers and act upon what you know
You conduct quantitative and qualitative research to understand your current customers and also potential customers of the future
You’ve implemented mechanisms that allow you to accurately capture customer feedback at all stages in the customer journey.
You have plans and processes in place that allow you turn the insights you gather into action – either through informing existing initiatives or creating new ones
You have a clear understanding of the entire end-to-end customer journey, and how customers interact with you at different touchpoints
You measure your success on what customers think or feel about your organisation
You have a set of OKRs or KPIs that the whole business understands and is targeted against
You have a mixture of commercial, operational and customer satisfaction metrics, but focus on how well you’re meeting customer needs.
You collect quantitative and qualitative data to support these metrics
You work collaboratively on projects with colleagues from a variety of different departments
Projects involve stakeholders from a variety of teams, ensuring a good mix of operational, commercial and customer-facing viewpoints are used to shape delivery
There are clear synergies and alignments with other pieces of work and you can see how they fit together in the overall customer experience
You make business decisions and prioritise initiatives based on how well you can meet customer needs
Your projects have clear outcomes and those outcomes are set inline with your overall CX strategy and meeting the needs of your customers
You’ve embedded a framework that enables you to prioritise new and existing initiatives based on how they meet key business objectives
You have a clear roadmap which sequences and outlines dependencies between all of your initiatives.
You have positive, long-lasting relationships with your customers
Your customers are loyal and continue to return time after time
You can personalise your response and the way you serve each customer based on their needs
Your customers believe in your organisation and regularly advocate you to friends and family
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