Welcome to my second article in a series about assessing customer centricity in our global Customer Experience consultancy. All organizations are somewhere on a spectrum from Naïve to Natural, with Naïve being the least customer-centric and Natural being the most. The processes you have internally reflect on the experience you provide the customer.  

To assess an organization, we look at nine areas of internal operations to determine where they are. Last time, I explained two of the nine areas, People and Culture. This time, I am tackling three more including, Customer Strategy, Marketing, and Customer Expectations. 

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