Roadmap to Customer Centricity
The most successful companies put their customers at the centre of everything they do and as a result get the benefits of profitable sales growth, competitive differentiation, customer advocacy, and employee satisfaction. The Metta 5 step approach to achieving client centricity is:
- Baseline assessment of Current State.
- Define desired Future State.
- Build Roadmap (around key elements of ‘Sales Effectiveness’.
- Implement Roadmap.
- Measure progress.
Internal Culture Survey
Effective people, effective groups and effective organisations all share the same characteristics. These include an achievement orientation, focus on relationships, and playing to strengths. This is not just about internal engagement – customers feel it too. In fact there are four big reasons why paying attention to culture pays off. The company will experience growth in shareholder value, profitable sales growth and customer advocacy along with happy engaged employees. Metta has tools to measure culture and more importantly how to change the culture to get better internal and external results.
Wouldn’t it be nice to have all of your people perform like your best? What do your high performers have in common? We can help you answer these questions with our High Performance Role Benchmarking. Using our online survey tools, we determine what makes the high performers in your team excel. This includes attitudes, aptitudes and skills. We can then assess the remainder of the team against this benchmark. The powerful part comes next, we can advise you on internal and external coaching programs that teach each person what they need to learn to reach the benchmark and deliver the results.
These days customer satisfaction is not enough. We know that 80% of customers who change suppliers are satisfied with the supplier they left. What we need is customer advocacy. Customers will advocate you when you are ideal for them. The Metta Customer Experience Survey identifies how customers experience you now, and how you can become more ideal for them.