Strategic Assessment & Planning
Measuring where the organisation is and what it needs to do
How does an organisation go about achieving world class service excellence? By introducing a range of well-planned, inspirational changes, any organisation can transform itself, winning the hearts and minds of employees over to customer service.
A culture of customer centricity in which everyone is passionate about serving their customers, enables an environment to be created and sustained in which people can excel and offer exceptional service to their customers.
We work with you to measure where you are and show you what do you need to do to become customer centric.
Benefits of high level self assessment
- Measure customers' experiences of your organisation
- Assess what the gaps are
- Write a clear and achievable plan of changes
- Introduce training and assessment for individuals at different levels
- Introduce a Customer Centricity Dashboard of performance measures to monitor service improvements
High Level Self Assessment
Customer Journey Mapping is used to identify the key touch-points (interactions) between the customer and the organisation. For each touch-point, some key questions are asked:
- What is the customer's experience?
- How can the service experience be improved?
- How do people and processes need to change?
Roadmap to Customer Centricity
Six Components of Customer Centricity
Top Level Understanding
Creating an understanding at the highest levels of the importance of customer centricity, its meaning, and how it will be achieved
Top Level Commitment
Establishing top-level committment to the changes needed for customer centricity, including a reaffirmation to the organisation's vision for world class service excellence.
Customer Centricity Training
- CS Strategy Programme
- CS Management Programme
- CS Professional Programme
- EOD Modules on CS Topics
Performance Management
Clear and effective performance management methods, targets and measures of service quality.
High Level Self Assessment
High level self-assessments of service provision including key strengths and weakness, with SMART quality improvement plans.
Reward and Recognition
Reward and recognition allows employees to feel valued, respected and supported. Award schemes and seminars with high-profile speakers.
Once Customer Journey Mapping is completed, we help you to generate your roadmap to customer centricity.
Need to know more?
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