Market Responsiveness Index
CUE-X Partners with MarketCulture to offer Customer MRI to Government
How many times have you heard “we put the customer first” or “what the customer says goes”? These throw-away lines that are common from Executive leaders have good intent but do they translate into reality and how do you measure it or know when your organisation is there?
Dr Linden Brown has worked with multi-national firms for over 20 years to develop their marketing skill sets and strategies and is the Chairman of MarketCulture who offers a unique measure called the Market Responsiveness Index (MRI).
The MRI provides insights into customer culture tracking the customer centric mindset, behaviours and processes of an organisation. It provides clear insights that help drive customer experience, loyalty and profitable growth.
Many organisations track and consider customer satisfaction and net promoter score which informs customer loyalty and advocacy today. Neither of these metrics, however, inform one of the most important aspects of customer centricity: an organisation's culture.
The MRI is an assessment that provides a benchmark of the behaviours of employees in being able to provide a great customer experience. It measures 8 critical success factors that provide the capacity to build a customer centric culture. The 40 scaled questions where employees anonymously respond in less than 20 minutes and is benchmarked against global best practice customer centric organisations. Think Apple, Starbucks, Ikea, Mercedes Benze, Virgin. In Australia organisations including NAB, ANZ, Pfizer, BHP, Sydney Water, Coles and many more.
Not only do organisations get a score in the 8 success factors and benchmarking against industries, it then provides a clear mandate with customised programs to help drive an increase in the market responsiveness index.
CUE-X has partnered with MarketCulture to offer the MRI to Australian government agencies, departments and councils. To find out how you can drive citizen experience, loyalty and better organisational performance reach out to the team at CUE-X today.
About CUE-X
CUE-X has a team of experienced consultants and contractors that work across many of the major federal government agencies. CUE-X specialises in the advice, delivery, management, recruitment, training and development of ICT programmes, voice of customer, customer data, business transformation, programme management and organisational change. CUE-X is a gold partner of the Customer Data Institute with a team that has deep expertise in customer relationship management, data platforms, governance, privacy and security. Dan Marks is the Chief Executive Officer of CUE-X and has more than 20 years experience across government, Australian and global organisations. Dan is based in Canberra and works in government across major ICT program delivery. For more information go to www.cue-x.com
