Is your company Customer-Focused

When speaking with companies about whether they are using their customer service experience to differentiate themselves from their competition we often must address the question “How to tell if our company is truly customer-focused?” It is easy to say a company is, but are they walking the walk or just talking the talk.

So I thought it would share a process that I take clients through called a CAT Scan (Customer-focus Audit Tool). The objective of this process is to help them answer that question in such a way that the senior management team has a clear, consistent view of where their strengths and weaknesses lie.

The process starts with people across the organization answering a questionnaire comprised of 33 questions. It is important that the people answering the questionnaire represent a diverse cross-section of the company, not just senior management of a particular branch. This cross-section is critical because I am always amazed by the differences in the answers across the various groups.

The questionnaire is broken into 6 key sections; Defining your Customer Values, Designing your Branded Customer experience, Delivering a Branded Customer Experience, Listening to the Voice of the Customer, Developing & Engaging Employees and Organizational Readiness.

Once the questionnaires are completed, the data is compiled into a workable format and a half day workshop is conducted with the senior management team. It is essential the full team participate since one of the key objectives is to break down the silo mentality and have the full team embrace the fact that employee engagement and customer service is a shared accountability and that only when they work as a team will they achieve success.

After the work session there is further analysis. Once these 6 critical areas has been examined, the company can then start to develop a specific action plan to address their areas of weakness and leverage their areas of strength.

If you would like a copy of the full questionnaire, please drop me a line.

Cheers!

Bill's passion is great customer service. He works with clients to help activate a “customer-focused” culture that helps employees embrace the brand promise and deliver an intentional Branded Customer Experience -- internally and externally.

As well, he is a very dynamic, results-oriented speaker on the importance of a customer-focused culture, either as a guest speaker or acting as a facilitator of a group discussion/workshop

For more information please contact (905) 841-3191
Email: bill@billhogg.ca, Web: www.billhogg.ca