Are you customer centric?
Customer centric - the new buzz word or a real way to differentiate your business
The below graph represents the number of companies in the US that believe they are customer centric.76% of companies ranked themselves in the top two-fifths (61 and higher). Wow! Companies must be doing a great job of being customer-centric and providing outstanding customer experiences, right?
Not according to Forrester. Data from their Customer Experience Index, a measurement of how customer-centric companies actually are. In their survey, customers only placed 18% of companies in the top two "Good" and "Excellent" categories.
Now, you might be thinking, "Right, I get that most companies rank themselves higher than they really are, but our company is different we really are customer focused." But if you're relying only on your gut feeling, that's illusory superiority at work right there. Stop it. You can't trust that kind of assessment.
It doesn't matter how you think you're doing. It only matters how well your customers think you're doing. This is why it's so important to pay attention to customer feedback. If you do, chances are excellent you'll find you're not doing as well as you think you are.
Within CEM, there are 8 important disciplines, summarized as follows:
CX Maturity Levels
Talk to us today about auditing your customer centricity. See our customer journey template in our resources section.
