Excellent course on Digital Business Transformation! Mr.Neil….Thank you ! I have given 5 stars as the structure of course is filled with practical, insights of impact. I truly enjoyed enjoyed tools, and tips. I am impressed with the passion, hard work that I have enrolled in other course. Once again thank you for the course !
Behavioral and cultural maturity on Customer Centricity with maturity grid..
An unique attitude based organizational evaluation is used to understand behavioral and cultural maturity and can provide insights on where and what kind of attention is needed from leadership to improve Customer Centricity. Instead of dispersed efforts, they can take focused actions.
An overall maturity rating for the organization or cohort of employees will quantitatively assess current state.
A maturity grid below can give relative position and also provide a benchmark.
Customer Centricity Maturity Levels
To arrive at this maturity level:
- Customer Centricity of an organization across 8 dimensions is assessed and outcome will be an overall Customer Centricity Score against 4 maturity levels.
- Unlike traditional assessments, in this survey participants’ attitude is evaluated by giving them 8 random scenarios and they have to select what they will do or feel in each of the situation. This way, it eliminates respondent bias.
- Outcome is compiled in an interactive Customer Centricity report – a dashboard
Access Customer Centricity Maturity Interactive Dashboard here
For organizations of employee headcount (20 – 80) this Customer Centricity Evaluation is free.
#nilakantasrinivasan-j #canopus-business-management-group #B2B-client-centric-growth #Customer-Centricity-Evaluation
Inspiration is contagious like COVID!
I’m an artist at living – my work of art is my life.
– Suzuki
Be passionate about designing customer experience. Take personal interest in finer details of your product/service, even if its too insignificant for your role.
| If a picture is worth 1000 words, a prototype is worth 1000 meetings. |
| – Tom & David Kelley |
It’s best to create a culture to experiment, test & pilot the hypothesis rather than deliberation, debate & finalize!
| Mind is never a problem, mindset is. |
| – Narendra Modi |
All employees are good, any mind-block that makes someone pro or anti to a change is due to lack of clarity. Communicate beyond barriers to build strong bridges and change mindsets.
| The more you engage with customers the clearer things become and the easier it is to determine what you should be doing. |
| – John Russell |
| Set it as your personal target to interact with at least 1 customer everyday, even if it is in an informal manner. |
| _____________________________________________________ |
| A little rain each day will fill the rivers to overflowing. |
| – Liberian Proverb |
| Leaders need to repeatedly and regularly connect with employees to emphasize the importance of customer experience. It’s not a one time fan fair event. |
| _____________________________________________________ |
| The customer is not always right, but they are always your customer! |
| – Shep Hyken |
| It doesn’t matter who’s right, any way. Not all customers will fit into ideal customer profile. This agile mindset is the starting point for customer delight. |
| _____________________________________________________ |
| Don’t confuse customers who are to your company with customers who are loyal to your loyalty program. |
| – Sky |
| Not all customers are loyal. Don’t get misled by rewards redemptions and impressions rates to gage customer engagement. |
| _____________________________________________________ |
| Use your good judgment in all situations. There will be no additional rules. |
| – Nordstrom’s employee manual |
| Processes, control measures, audits & automations should empower your employees to serve customers better and not meant to turn employees into robots that follow rule & script books. |
#nilakantasrinivasan-j #canopus-business-management-group #B2B-client-centric-growth #Customer-Experience #Leadership-quotes
Triangulation can help sustaining solutions and strengthening analysis.
When your organization faces a problem, sooner or later, there will be an action plan in place to abet its elimination. The inconvenient truth about solutions is that they have long tails. Very, very few solutions actually stick. Most of them seem to be gone in months, sometimes even weeks and the problem bounces back. Yes, I’m talking about lack of permanence to the actions taken to improve performance.
There are several theories and in-depth research but, from my experience, I can say that things haven’t changed much in the last 2 decades. Whether it’s automation, change management, top-down push, leadership sponsorship, incentives, rewards, recognition or culture fix, all of them are marked by only a certain success rate.
My other post, On recurring problems, 3L 5W & what’s wrong with it… explains a method to identify system level root causes. Triangulation can be used for validation of root cause and to evaluate the effectiveness of any solution.
Validation through Triangulation
Triangulation is a method that involves combining multiple sources or methods to validate an analysis or its outcomes. We are used to taking a second opinion from another medical professional before committing to an incisional treatment. That is an everyday example of triangulation. The origin of triangulation dates back to Greek civilization. In the last 2 centuries, it is very commonly used in maritime navigation, civil engineering and surveying, where it relies on sound trigonometry. In fact our GPS uses this very same principle to establish the lat-long of a location. Triangulation is also a very popular research method to validate results, findings and even for monitoring the sustenance of interventions, such as social welfare initiatives.
In business while validating root causes, triangulation comes very handy. If we can validate the root cause by more than one means, it strengthens our analysis and confidence in our actions. Financially too, it makes sense, as ROI is higher.
I consider Triangulation as it can also generate new and credible findings about a situation or phenomenon and can create new ways of looking at a situation or phenomenon.
Interestingly, it helps to overcome human behavioral bias, which is the biggest spoiler when it comes to organizational deployment. It helps to explore and explain complex human behavior using a variety of methods and observers to offer a more balanced explanation for a phenomenon.
Customer Attrition Example for Triangulation:
Let’s say, your organization faces unusual customer attrition. In general, you will collect and analyze data of customer activity by segments, such as customer journey, cart abandonment, milestones or events, complaints, etc to identify the reasons for customer attrition. Using triangulation, you can consider parallel methods such as customer interviews and front line employee interviews. You will independently gain insights from these 3 different methods viz., data, customer interviews & employee interviews to validate the outcomes. The results can either converge, complement or diverge from each other.
Interpretation of Triangulation Results
When all the three sources conclude that customer attrition is because of poor product support, we call this Convergence. That is, the results of the different methods lead to the same conclusion.
When all the three sources conclude that the customer attrition is because of poor product support, but in the customer interviews, we learn that customers prefer self-service which is a weak link of your product line, then triangulation has led to Complementarity.
When the three sources provide different outcomes, one pointing towards product support, another towards pricing and third towards customer behavior, then we are in a stalemate or Divergence. This is a concerning situation as it either highlights issues with the methods or with the very problem itself.
Triangulation Options
Depending on the objectives, triangulation can be done at different levels:
- Data Triangulation – Using different data sources to validate. Ex: Customer activity database vs Customer Satisfaction database
- Method Triangulation – Using different methods to validate. Ex: Data Analysis Vs Customer Interviews
- Investigator Triangulation – Using different individuals to validate there by eliminating appraiser bias
While triangulation offers many benefits, you have to be careful in selecting the right methods and planning the analysis. In general, it can consume more time that quick action mode, but will reduce failures, increase sustenance and success rates.
You can also consider triangulation for verifying sustenance of initiatives, selection of vendors or new employees
#nilakantasrinivasan-j #canopus-business-management-group #B2B-client-centric-growth #Triangulation
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