Customer-Obsessed Culture Assessment & Roadmap

CUE-X now has the capability to offer customer insights that are benchmarked against global organisations to help baseline customer centricity and provide a clear mapping on how to drive customer experience and organisational performance. CUE-X can now provide organisations the capability to understand, predict and respond to customer, market and competitor dynamics. It can transcend individual departments and functions and be an integral part of the way all employees behave and perform. Client experiences demonstrate the ability of our benchmarking, upskilling, transformation services and customised programs to meet the diverse needs of a broad range of high-profile industries. Clients operate in the following industries:

▪ Telecommunications

▪ Information Technology (Hardware and Software)

▪ Pharmaceuticals and Health

▪ Government and Utilities

▪ Hotels and Hospitality

▪ Mining and Resources

▪ Retail, Banking, Finance and Insurance

The MRI (Market Responsiveness Index) is an assessment that provides a benchmark of the behaviours of employees in being able to provide a great Customer Experience known as Customer Centricity. The MRI is a validated assessment. It measures up to 8 critical success factors that provide the capacity to build a customer centric culture and therefore have highly satisfied customers. It has up to 40 scaled questions where the employee chooses a response from strongly agreeing to strongly disagreeing. Example: “In my organization we discuss customers at most of the meetings we hold”. It provides a range of open-ended verbatim questions that look for insight and common themes enabling leaders to help focus on the most important factors in building a customer centric culture. Example: “Please describe what your organization is currently doing to understand and meet the needs of current and potential customers?” It is web based and can be accessed by any internet enabled device and takes approx. 20 minutes to complete The MRI is anonymous and therefore provides valuable feedback.

Benefits of implementing the Market Responsiveness Index (MRITM) ASSESSMENT:

MOMENTUM It will create focus and momentum for a Customer Obsession initiative across the business and can be used to drive the embedding process.

MEASUREMENT It is designed to provide the basis for benchmarking and measuring progress on those customer focus behaviours that drive customer satisfaction, advocacy, revenue growth, profit margins and customer focused innovation. It will also direct-action plans for individual managers to drive improvements.

GAIN INSIGHTS Hear directly from employees on the key issues holding the organisation back from being more customer centric in specific areas and across the entire business.

TANGIBILITY & COMMUNICATION It makes customer culture and customer obsession tangible for all staff by identifying relevant activities that support business strategies. Through its methodology and measurement process it facilitates communication of clear priorities.

There are several product offerings available including:

1. Customer obsessed culture benchmark

2. Leadership Customer obsessed culture benchmark

3. Customer obsessed Culture Enterprise Package To find out more about the MRI and which option best fits your requirements please reach out to our team.