Customer Centric Culture
The Inside-Out View An assessment led approach
Customer Centric Behaviours drive customer experience, loyalty and engagement Customer Centric Mindset & Behaviours CUSTOMER CENTRIC CULTURE Customer Value and Experience CUSTOMER EXPERIENCE Customer Loyalty and Brand Advocacy LOYALTY AND ADVOCACY TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
Capability to understand, predict and respond to customer, market and competitor dynamics. Transcend individual departments and functions and be an integral part of the way all employees behave and perform. Based on a mindset: “What’s best for the customer is best for the business” Source: MarketCulture CUSTOMER CENTRIC CULTURE 4 TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
Market Responsiveness Index, MRI a global, validated, web-based employee assessment tool that measures the level of customer-centric behaviors (culture) a business or function actions with its customers THE FRAMEWORK 5 TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
6 Developed in Silicon Valley to model the culture of customer innovation A simple web-based benchmarking system to assess your cultural capacity to win (a 35-item survey) Measures your organization’s Customer Culture and capacity to execute across eight critical success factors Empowers managers to transform organizations and drive measurable financial performance improvement Tested and validated with 300+ companies across many industries Proven to be highly effective in predicting of customer satisfaction, innovation, new product success and profitable growth TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
Reviewed more than 100 research studies across 10,000 companies over the past 25 years. These studies prove that a strong customer culture drives business performance. Positive correlation between culture and over 35 performance measures, including ROI, growth, customer retention, market share and sales. THE EVIDENCE 7 TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
8 8 behaviours in two categories External drivers Internal enablers TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
9 Customer Insight The extent to which employees monitor, understand, and act on current customer needs and satisfaction. Peripheral Vision The extent to which employees monitor, understand and respond to trends in the larger environment, Political, Economic, Social, Technical. Strategic Alignment The extent to which employees understand and enact the vision, mission, objectives and strategic direction of the company. Empowerment The extent to which employees are able to make decisions that are best for the customer without the explicit approval of senior leaders. Collaboration The extent to which employees interact share information, work with and assist colleagues from other work groups. Competitor Insight The extent to which employees monitor, understand and respond to current competitor strengths and weaknesses. Customer Foresight The extent to which employees monitor, understand, and act on potential customer needs and opportunities. Competitor Foresight The extent to which employees monitor, understand and respond to new market entrants and potential competitors TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
10 • Benchmarking with the global best • Is Measurable • Gain Insights directly from employees • Tangible , facilitates Communication • Creates Momentum, Engagement of People with a New Mindset • A common language across the business • Drives Accountability Benefits of MRITM TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
Factors Customer Satisfaction Innovation New Product Success Profit Growth Profitability Sales Revenue Growth Customer Insight ✓ ✓ ✓ ✓ Customer Foresight ✓ Competitor Insight ✓ ✓ ✓ Competitor Foresight ✓ ✓ Peripheral Vision ✓ Empowerment ✓ ✓ Strategic Alignment ✓ ✓ ✓ ✓ ✓ ✓ Cross-Functional Collaboration ✓ ✓ ✓ ✓ ✓ ✓ Links To Business Performance TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
Program Run 03 02 01 06 04 05 Release to Organization SPOC Release to respondents In-Depth interaction Response data collation Participation Confirmation Insights & Recommendation Analysis TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
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