How far along are we?
That’s a subjective question that as the Chief Customer Officer, you get asked very frequently. What these two audits do for you is to help you explain, just in the questions alone – the behaviors and actions that define how customer-driven companies act, behave, make decisions and guide the company.
In my keynote speeches, we often have participants take one of these audits, and then present the compiled results. In Chief Customer Officer coaching, we conduct the audit on the 5 competencies the first day we assemble the leadership team – to clarify the work ahead – and to level set leaders on the specific and deliberate actions required to make progress.
YOU can use these audits for the same purpose to do your own level setting on the work ahead. Comprised of operationally relevant questions, they will help you to clarify the work and unite your organization.
THESE REALITY-CHECK AUDITS ARE MY TREAT FROM ME TO YOU.
CUSTOMER CULTURE REALITY CHECK AUDIT
Do you make decision like the beloved & prosperous companies?
Adapted from the five decisions made by beloved and prosperous companies in I Love You More than My Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Times and Bad. These questions enable your leaders and organization to evaluate how far or close you are in making the decisions that the most loved companies make to earn customer and employee love and growth through passionate customer advocates. To evaluate your culture, please take the audit.
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To learn more about beloved and prosperous companies, Read I Love You More than My Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Times and Bad which describes the kind of company you will become when you’ve built your customer-driven growth engine.
5-COMPETENCY REALITY CHECK AUDIT
How far are you in embedding the 5 competencies?
This audit walks your organization through the five competencies to build your customer-driven growth engine; highlighting key actions, tactics and behaviors that should be occurring when they are embedded and functional in driving business operations and customer-driven growth. You can use this audit in the beginning of your role to engage leaders and your operational silos and to educate them on the five competencies. Using this audit in a workshop setting is very powerful, and something we often do at the beginning of coaching. As you know, what comprises a customer experience transformation needs to be clarified and agreed to, so you can use this as both an audit and communication tool.
To learn more, consider hiring Jeanne as your coach, to accelerate adopting and embedding the five competencies into how you operate your business. Get a copy of the coaching roadmap, which details the coaching experience with Jeanne for embedding the five competencies.
Read Jeanne’s Book, Chief Customer Officer 2.0: How to Build Your Customer-Drive Growth Engine.
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